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-5511980
18 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5511980 The complaint Mr K complains that Oodle Financial Services Limited (“Oodle”), trading as Oodle Car Finance, irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In October 2023 Mr K acquired a used car financed by a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5490870
18 Jul 2025 MoneyGram International Limited Not upheldBanking and PaymentsDRN-5490870 The complaint Mrs A complains that MoneyGram International Limited (‘MoneyGram’) released funds intended for her sister to a scammer who had deceived her sister through a visa scam. What happened The details of this complaint are well known to both parties, so I will not go ... (3 pages)View decision -
Decision Reference DRN-5702667
18 Jul 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5702667 The complaint Miss K complains about the quality of a car supplied to her on finance by Hyundai Capital ‘UK Limited (‘HC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resol... (5 pages)View decision -
Decision Reference DRN-5592270
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5592270 The complaint Mr A complains that Bank of Scotland plc trading as Halifax blocked his personal account and then closed it down. What happened In January 2024, Halifax received a report that funds had been paid into Mr A’s account due to an alleged car scam. It notified Mr A ... (2 pages)View decision -
Decision Reference DRN-4771901
18 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4771901 The complaint Mr and Mrs D are unhappy that Santander UK Plc won’t refund a debit card payment they made as part of a scam. What happened Mr and Mrs D wanted to fly to South Korea to see their friends. They thought they’d found flights using a well-known travel search engine... (3 pages)View decision -
Decision Reference DRN-5212493
18 Jul 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5212493 The complaint Mr B complains that Financial Administration Services Limited (trading as Fidelity) have deducted a fee from his account for a cash payment which was unfair and represented a large percentage of his portfolio. What happened Mr B held an investment in the LF Eq... (2 pages)View decision -
Decision Reference DRN-5703117
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5703117 The complaint Z, a limited company, complains about problems and delays when it applied for additional borrowing from National Westminster Bank plc. This complaint has been brought on behalf of Z by its director, who I’ll refer to as Mrs Y. Mrs Y asks that NatWest pays furth... (4 pages)View decision -
Decision Reference DRN-5696783
18 Jul 2025 RAC Insurance Limited UpheldInsuranceDRN-5696783 The complaint Miss S complains that RAC Insurance Limited (“RAC”) mishandled her claim on her breakdown insurance. What happened The subject matter of the breakdown was a people-carrier, made in 2016. Miss S had a bank account which, in return for a monthly fee, gave her b... (5 pages)View decision -
Decision Reference DRN-5690885
18 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5690885 The complaint Mr M has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened MBFS supplied Mr M with a new car on a hire purchase agreement in December 2020. The cash... (7 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision
