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 364862 results
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Decision Reference DRN-5183075
24 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5183075 The complaint Mr P is unhappy that HSBC UK Bank Plc decided not to refund him after he was the victim of a scam. Mr P is bringing the complaint using a claims management company which I’ll refer to as J. What happened Mr P invested in a company I’ll refer to as A. A offered... (5 pages)View decision -
Decision Reference DRN-5357349
24 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5357349 The complaint Mr R complains that a car that was supplied to him under a hire purchase agreement with Advantage Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr R under a hire purchase agreement with Advantage Finance that he electr... (3 pages)View decision -
Decision Reference DRN-5502202
24 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5502202 The complaint Ms C complains HSBC UK Bank Plc recorded a marker at Cifas and then took too long to remove it and tell her what was happening. What happened A summary of what happened is below. Ms C applied for an account with HSBC in February 2024 but there was no update as ... (2 pages)View decision -
Decision Reference DRN-5462885
24 Apr 2025 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5462885 The complaint Mr K, a sole trader, complains that Stripe Payments UK Limited closed his merchant services account without notice or explanation. What happened Mr K opened an account with Stripe in April 2024 to process card payments to his business. But in June 2024 Stripe ... (2 pages)View decision -
Decision Reference DRN-5340471
24 Apr 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5340471 The complaint Miss C complains Motability Operations Limited (MOL) didn’t treat her fairly when the vehicle she was hiring for her disabled son was written off by the insurers. What happened The circumstances of the complaint are well known so I don’t intend to go over ever... (4 pages)View decision -
Decision Reference DRN-5038903
24 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5038903 The complaint Mr V complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr V fell victim to a fake job scam after he was co... (9 pages)View decision -
Decision Reference DRN-5446136
24 Apr 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5446136 The complaint Mr M complains National Savings and Investments (NS&I) failed to appropriately inform him about the maturity of his Index-linked Savings Certificate (ILSC). What happened In 2011 Mr M’s father purchased a 5-year NS&I ILSC in Mr M’s name with a deposit ... (3 pages)View decision -
Decision Reference DRN-5265284
24 Apr 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5265284 The complaint Miss P complained about how her claim under section 75 of the Consumer Credit Act 1974 (CCA) was handled by Frasers Group Financial Services Limited (FGFS). What happened Miss P ordered goods from a retailer and paid for the items using her credit account prov... (2 pages)View decision -
Decision Reference DRN-5470889
24 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5470889 The complaint Mr N complains that Vanquis Bank Limited lent to him irresponsibly in relation to a credit card account. What happened In April 2010, Mr N was provided with a credit card by Vanquis with a limit of £500; the credit limit was never increased. Several years afte... (3 pages)View decision -
Decision Reference DRN-4853012
24 Apr 2025 Experian Limited Not upheldConsumer CreditDRN-4853012 The complaint Miss R says Experian Limited have linked her credit file to an address she’s not associated with, which caused credit applications she made to be declined. What happened Miss R says she made an application for credit, with a company, I’ll refer to as V, but wa... (3 pages)View decision
