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 369228 results
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Decision Reference DRN-5429185
26 Jun 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5429185 The complaint Mr M complains broadly that the service he receives from HSBC UK Bank Plc has declined significantly over time. He holds the bank responsible for his resulting losses, and the distress and inconvenience its actions have caused him. What happened The facts of th... (3 pages)View decision -
Decision Reference DRN-5521225
26 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5521225 The complaint Mr T complains that HSBC UK Bank Plc (“HSBC”) won’t refund payments he 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 understand it to be as follows. ... (6 pages)View decision -
Decision Reference DRN-5632944
26 Jun 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5632944 The complaint Miss T complains that Monzo Bank Ltd lent irresponsibly when it approved her loan application. What happened Miss T applied for a £2,000 loan with Monzo on 14 December 2023. In her application, Miss T said she was employed with an annual income of £22,455 that... (3 pages)View decision -
Decision Reference DRN-5515122
26 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5515122 The complaint Mrs S complains that MotoNovo Finance Limited (MotoNovo) lent to her irresponsibly. What happened On 30 May 2019, Mrs S entered into a hire purchase agreement with MotoNovo as shown below, to buy a used car. The agreement was paid in full by August 2021. Date... (3 pages)View decision -
Decision Reference DRN-5387781
26 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5387781 The complaint Ms S complains that Metro Bank PLC didn’t protect her when she lost money to a scam. A representative who I will call C complains on behalf of Ms S. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail her... (5 pages)View decision -
Decision Reference DRN-5648343
26 Jun 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5648343 The complaint Miss M complains that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) did not accept her claim under Section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2018 Miss M purchased a new dishwasher from a retailer... (2 pages)View decision -
Decision Reference DRN-5378850
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5378850 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard unfairly registered a default against his credit card account and transferred the account to a debt collection agency. What happened Mr P had a credit card account with Barclaycard. He made a payme... (3 pages)View decision -
Decision Reference DRN-5589895
26 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5589895 The complaint Mr K complains about issues experienced with TransUnion International UK Limited when trying to access his credit report online. What happened Around January 2024 Mr K attempted to obtain a copy of his credit report online from TransUnion - but says its system ... (3 pages)View decision -
Decision Reference DRN-5515947
26 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5515947 The complaint Mrs K and X complain BUPA Insurance Limited unfairly turned down their claim for treatment. Mrs K brings the complaint on behalf of herself and her son, so for ease I will refer to all submissions as having been made by Mrs K. What happened Mrs K holds a privat... (3 pages)View decision -
Decision Reference DRN-5583963
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5583963 The complaint Mr and Mrs A complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) collected a mortgage payment in error on the day of redemption, causing them financial difficulty. What happened Mr and Mrs A had a mortgage with NatWest for approximately £8... (3 pages)View decision
