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 381082 results
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Decision Reference DRN-5827960
23 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5827960 The complaint Mrs K is unhappy that Starling Bank Limited (“Starling”) won’t reimbursed the money she says she lost to 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 understand it t... (5 pages)View decision -
Decision Reference DRN-5818613
23 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5818613 The complaint Mr P complains Nationwide Building Society will not refund transactions made from his account which he says he did not make or authorise. What happened On 19 June 2024, Mr P reported a transaction of £549 made using his Nationwide debit card details to Google ... (4 pages)View decision -
Decision Reference DRN-5834203
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5834203 The complaint Ms E complains that Barclays Bank UK Plc trading as Tesco Bank didn’t do enough to help her when she told it about a dispute she had with a merchant, over services paid for using her Tesco Bank credit card. What happened In April 2025 Ms E purchased tickets for... (3 pages)View decision -
Decision Reference DRN-5825539
23 Sep 2025 Currency Matters Limited UpheldBanking and PaymentsDRN-5825539 The complaint Mr B complains about the service received from Currency Matters Limited (“CML”) when he instructed it to convert and transfer to him $100,000 USD into GBP but the payment has never been received resulting in significant financial hardship for him. What happene... (3 pages)View decision -
Decision Reference DRN-5607652
23 Sep 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5607652 The complaint Mr T complains that N.I.I.B. Group Limited trading as Northridge Finance approved him with an unaffordable regulated hire purchase agreement. Mr T’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as t... (4 pages)View decision -
Decision Reference DRN-5804393
23 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5804393 The complaint Mr G complains about the service he received from Marks & Spencer Financial Services Plc (M&S) when applying for a credit card. What happened In 2025 Mr G applied for a credit card, using an online comparison website. Upon inputting some of his persona... (2 pages)View decision -
Decision Reference DRN-5834771
23 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5834771 The complaint Mr S complains about a car supplied under a conditional sale agreement, provided by Stellantis Financial Services UK Limited (‘SFS’). What happened Around March 2023 Mr S acquired a used car under a conditional sale agreement with SFS. The car is listed with a... (7 pages)View decision -
Decision Reference DRN-5691824
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5691824 The complaint Mrs R complains that HSBC UK Bank Plc gave her a flexible business loan without carrying out proper checks. What happened In 2013, Mrs R and her now late husband took out a flexible business loan with HSBC for £250,000. Mr R passed away in 2023. Mrs R considers... (3 pages)View decision -
Decision Reference DRN-5681319
23 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5681319 The complaint Ms C has complained about the way her motor insurer, AXA Insurance UK Plc (‘AXA’), dealt with a third party claim that was made against her policy after she was involved in an accident. What happened In March 2024 Ms C was involved in a road traffic incident w... (3 pages)View decision -
Decision Reference DRN-5835260
23 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5835260 The complaint Miss M complains that HSBC UK Bank Plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sai... (4 pages)View decision
