We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 366873 results
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Decision Reference DRN-5415771
8 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415771 The complaint Mr G is unhappy that Santander UK Plc have used a refund balance paid to his credit card to reduce his level of debt on that credit card and won’t release the refund balance to his current account. What happened On 7 February 2023, Mr G bought a laptop for £679... (2 pages)View decision -
Decision Reference DRN-4991151
8 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4991151 The complaint Mr L complains American Express Services Europe Limited (AESEL) should have done more to help him get a refund for flights he believes were misdescribed. What happened The facts of the case are well known to both parties, so I won’t repeat them in detail here.... (5 pages)View decision -
Decision Reference DRN-5455470
8 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5455470 The complaint Mr W’s complaint is about the handling of a claim under his legal expenses insurance policy with Admiral Insurance (Gibraltar) Limited. Admiral is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it us... (6 pages)View decision -
Decision Reference DRN-4951333
8 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4951333 The complaint Mr D complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him when he made two payments to a property investment opportunity that he now considers was a scam. What happened Mr D made two payments in June 2019 from his Halifax accou... (3 pages)View decision -
Decision Reference DRN-5244061
8 Apr 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5244061 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited trading as Moneybarn. What happened Mr R took receipt of a used car in November 2023. He financed the deal through a conditional sale agreement wit... (3 pages)View decision -
Decision Reference DRN-5396080
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5396080 The complaint Mr J complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. He initially complained only about Cards 3 and 4 in the table below, but has since broadened the complaint to include Cards 1 and 2. For the ease of understanding, I’ve w... (6 pages)View decision -
Decision Reference DRN-5190681
8 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190681 The complaint Mr N is complaining that Wise Payments Limited didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative. What happened The circumstances of this scam are well-known to b... (3 pages)View decision -
Decision Reference DRN-5048265
8 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5048265 The complaint Mr C has complained about HSBC UK Bank Plc’s communications with him. These were in respect of help he’d asked for regarding a disputed transaction. However, the disputed transaction itself, including a significant number of the communications, are being consid... (2 pages)View decision -
Decision Reference DRN-5465856
8 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465856 The complaint Mrs and Mr W complain that the Nationwide Building Society (‘Nationwide’) won’t refund payments they made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I un... (5 pages)View decision -
Decision Reference DRN-5451951
8 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5451951 The complaint Mr G has complained that Mitsubishi HC Capital UK PLC, trading as Novuna, did not apply the correct rate of interest to a loan it provided him, therefore being a party to an unfair credit relationship under s.140A of the Consumer Credit Act 1974 (“CCA”). What h... (6 pages)View decision
