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 383541 results
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Decision Reference DRN-5219526
19 Nov 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5219526 The complaint Mr S complains about a motor hire agreement he had with Lex Autolease Ltd (Lex). Mr S ended the agreement early and believes Lex should have refunded a larger portion of the road fund licence for the unused period after the agreement ended. Mr S is also unhappy... (4 pages)View decision -
Decision Reference DRN-5819095
19 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819095 The complaint Mr and Mrs L complain that The Royal Bank of Scotland plc (‘RBS’) won’t refund the money they say was lost as the result of a scam. What happened While in Dubai, Mr and Mrs L were introduced to an investment which involved “matched betting”. Mr L signed a cont... (3 pages)View decision -
Decision Reference DRN-5670314
19 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5670314 The complaint Mr B has complained that a car he acquired, using finance from Close Brothers Limited, wasn’t of satisfactory quality at the point of supply. What happened In October 2024, Mr B entered into a finance agreement with Close Brothers, for a new car. It had travel... (2 pages)View decision -
Decision Reference DRN-5957567
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5957567 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) as the receiving bank, could’ve prevented the loss he suffered as the result of a scam. What happened In May 2022, Mr K sent £25,000 to an account held with NatWest. Mr K believed... (3 pages)View decision -
Decision Reference DRN-5691808
19 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5691808 Complaint Mr H complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so his application shouldn’t have been accepted. Background ... (3 pages)View decision -
Decision Reference DRN-5926510
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5926510 Complaint Mr S has complained about the overdraft charges HSBC UK Plc (“HSBC”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the charges applied to his account were unfair ... (6 pages)View decision -
Decision Reference DRN-5886692
19 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886692 Complaint Ms P has complained about the overdraft charges Monzo Bank Ltd (“Monzo”) applied to her current account. She’s said the charges applied to her account were unfair as she was hardcore borrowing and couldn’t afford them. Background Ms P initially applied for an over... (4 pages)View decision -
Decision Reference DRN-5795941
19 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5795941 The complaint Mr H’s complaint is about a mortgage he has with Bank of Scotland plc trading as Halifax. He is unhappy that following the end of the term of his mortgage, Halifax was not willing to wait for him to receive an inheritance before repaying the mortgage. What happ... (4 pages)View decision -
Decision Reference DRN-5947720
18 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5947720 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. When I refer to what Miss W has said and what Startline have said, it should also be taken to includ... (6 pages)View decision -
Decision Reference DRN-5634454
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634454 The complaint Mr R complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an employment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision
