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 363925 results
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Decision Reference DRN-5384351
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5384351 The complaint Mr D has complained that BMW Financial Services(GB) Limited, trading as BMW Financial Services (‘BMWFS’), has treated him unfairly while he’s been experiencing financial difficulties. What happened Mr D entered into a finance agreement with BMWFS in January 202... (3 pages)View decision -
Decision Reference DRN-5344658
11 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5344658 The complaint Mr A complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr A applied for a credit card with Aqua in September 2018. In his application, Mr A said he was ... (3 pages)View decision -
Decision Reference DRN-4806509
11 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4806509 The complaint Mr H, a representative of a limited company that I will call C, complains that Lloyds Bank PLC, failed to refund money that C lost as part of an investment scam. As Mr H was the person who dealt with the scammer, I will mainly refer to him rather than C for the... (3 pages)View decision -
Decision Reference DRN-5342033
11 Mar 2025 Business Insurance Solutions Limited UpheldInsuranceDRN-5342033 The complaint Mr E complains that the broker Business Insurance Solutions Limited trading as Vanline Direct (BIS) gave incorrect information to the insurer of his van insurance policy. This led to Mr E’s policy being avoided by his insurer. What happened Mr E bought a van in... (2 pages)View decision -
Decision Reference DRN-5340725
11 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5340725 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to stop gambling transactions from leaving her account despite a gambling block in place and which caused her financial loss. What happened Miss M has a current account with Santander and in 2024 aske... (3 pages)View decision -
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
