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 370904 results
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Decision Reference DRN-5347011
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5347011 The complaint Mr G complains about information provided by Barclays Bank UK PLC trading as Tesco Bank regarding the additional card holder for his credit card. What happened Mr G has held a credit card with Tesco Bank since 2006. Mrs G is an additional card holder and has e... (3 pages)View decision -
Decision Reference DRN-5302442
11 Mar 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5302442 The complaint Ms L complains that Bank of Scotland plc was irresponsible in its lending to her. What happened Ms L was provided with two loans by BoS. Loan Amount Date Term Monthly repayments 1 £3,000 October 2018 60 months £86.13 2 £3,000 January 2023 26 months £148.58 Ms ... (3 pages)View decision -
Decision Reference DRN-5350190
11 Mar 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5350190 The complaint Mrs S complains that the way in which HSBC UK Bank Plc (“HSBC”) is allocating her loan repayments between capital and interest is resulting in her being treated unfairly. What happened Mrs S was given a loan by HSBC in January 2024. Mrs S borrowed £15,000 that ... (3 pages)View decision -
Decision Reference DRN-4815658
11 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4815658 The complaint Mr H and Mrs H have complained, via a representative, that HSBC UK Bank Plc (“HSBC”) won’t refund the money they lost to an investment scam. Mr H seems to have been the person that interacted with the scammer, so I will mainly refer to him, even though the loss... (2 pages)View decision -
Decision Reference DRN-5324064
11 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5324064 The complaint Mr J complains Bank of Scotland plc trading as Halifax unfairly blocked his account. What happened Mr J held a Halifax current account and on 12 November 2024 Halifax applied blocks to this account, preventing Mr J from utilising it for all transactions. Mr J... (3 pages)View decision -
Decision Reference DRN-5346208
11 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5346208 The complaint Mr D complains that Oodle Finance Services Limited lent to him irresponsibly and without carrying out proper affordability checks. What happened In February 2023 Oodle approved a hire purchase agreement for Mr D to enable him to buy a car. It lent him £13,477, ... (3 pages)View decision -
Decision Reference DRN-4770462
11 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4770462 The complaint Mrs W has complained that Bank of Scotland plc, trading as Halifax, has declined her section 75 claim in respect of a holiday. What happened Mrs W booked a package holiday through a third party, which I will call ‘J’, and paid the deposit using her Halifax cred... (2 pages)View decision -
Decision Reference DRN-5208282
11 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5208282 The complaint Mrs S complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) is holding her liable for a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both ... (2 pages)View decision -
Decision Reference DRN-5331670
11 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5331670 The complaint Mr and Mrs H are unhappy that Aviva Insurance Limited (Aviva) declined their travel insurance claim. What happened Mr and Mrs H have a travel insurance policy alongside their bank account. Aviva is the underwriter of the policy. Mr and Mrs H had a holiday booked... (3 pages)View decision -
Decision Reference DRN-5387583
11 Mar 2025 National House-Building Council UpheldInsuranceDRN-5387583 The complaint Mr and Mrs K have complained about their building warranty provider National House-Building Council (NHBC). They’re unhappy their claim on the warranty was declined and they believe the policy may have been mis-sold to them. What happened Mr and Mrs K had a pl... (2 pages)View decision
