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 369227 results
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Decision Reference DRN-5642495
1 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5642495 The complaint Mr B and Mrs E’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (17 pages)View decision -
Decision Reference DRN-5576684
1 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5576684 The complaint Mr P complains that American Express Services Europe Limited has shortened the period between the bill date and the direct debit collection date for his credit card account. What happened Mr P has a credit card account with American Express. He complained to Am... (3 pages)View decision -
Decision Reference DRN-5168032
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5168032 The complaint Mr M complains that HSBC UK Bank Plc failed to protect him from falling victim to a scam. Mr M also complains that HSBC won’t reimburse his full loss. What happened Mr M explains that in 2023 he was contacted over the phone about investing via an online platfo... (4 pages)View decision -
Decision Reference DRN-5346722
1 Jul 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5346722 The complaint Mr S complains that charges applied by LeasePlan UK Limited (LeasePlan) at the end of his hire agreement were unfair. He would like these waived. What happened The details of this complaint are well known to both parties so I won’t repeat them again here, inst... (2 pages)View decision -
Decision Reference DRN-5660644
1 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5660644 The complaint Mrs M complains that St. James's Place Wealth Management Plc (‘SJP’) gave her unsuitable advice to open a Retirement Account with it in 2018, and then to open an Individual Savings Account (‘ISA’) with it in 2022. Mrs M also explained that she paid SJP for... (7 pages)View decision -
Decision Reference DRN-5619725
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5619725 The complaint Mr W is complaining that Lloyds Bank PLC didn’t do enough to prevent him falling victim to a scam. The complaint is brought on his behalf by a professional representative, but for ease I’ll mainly refer to Mr W. What happened Both parties are familiar with the ... (3 pages)View decision -
Decision Reference DRN-5332991
1 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5332991 The complaint Mr E complains that Motability Operations Limited has terminated the hire agreement under which a car was supplied to him. What happened A new car was supplied to Mr E under a hire agreement with Motability Operations that he electronically signed in May 2022. ... (3 pages)View decision -
Decision Reference DRN-5523475
1 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5523475 The complaint Mr P complained because Clydesdale Bank, trading as Virgin Money, refused to refund him for a transaction he said he hadn’t authorised. What happened On 23 January 2025, Mr P contacted Virgin to dispute a £241.66 debit card payment which had debited his accoun... (4 pages)View decision -
Decision Reference DRN-5608900
1 Jul 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5608900 The complaint Mr S complains about how Red Sands Insurance Company (Europe) Limited dealt with a claim against his travel insurance policy. Reference to Red Sands includes its agents. What happened In summary, Mr S had a single trip travel insurance policy underwritten by R... (4 pages)View decision -
Decision Reference DRN-5660502
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660502 The complaint Miss B complains that Revolut Ltd didn’t do enough to prevent her falling victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (7 pages)View decision
