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 388057 results
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Decision Reference DRN-5584685
18 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5584685 The complaint Mr A complains that Kroo Bank Ltd (‘Kroo’) declined to refund a series of transactions totalling over £15,000 which he says he did not make or otherwise authorise. What happened The details of this complaint are well-known by both parties, so I will not go int... (5 pages)View decision -
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