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 392389 results
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Decision Reference DRN-6034231
9 Jan 2026 FCE Bank Plc Not upheldConsumer CreditDRN-6034231 The complaint Miss E complains through a representative that FCE Bank Plc trading as Ford Credit (“Ford”) gave her finance without carrying out sufficient or adequate affordability checks. What happened In March 2021, Ford provided Miss E with a hire purchase agreement for ... (4 pages)View decision -
Decision Reference DRN-5940818
9 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5940818 The complaint Miss D complains that when she transferred her account with another provider to Nationwide Building Society using the Switch service, two direct debits weren’t transferred and so she had to set them up herself. Miss D wants £500 for the inconvenience caused. Wh... (2 pages)View decision -
Decision Reference DRN-6024306
9 Jan 2026 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-6024306 The complaint Blue Motor Finance Ltd (‘Blue Motor’) provided Mr J with a hire purchase agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it. What happened In December 2024, Mr J was accepted for a hire purchase agreemen... (2 pages)View decision -
Decision Reference DRN-6033372
9 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6033372 The complaint Mrs P is unhappy that Black Horse Limited declined an application she’d made for a loan to finance the final repayment due on a hire purchase agreement. Mrs P is represented in this complaint by a family member, but for ease of reading I’ll refer only to Mrs P... (3 pages)View decision -
Decision Reference DRN-5940821
9 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5940821 The complaint Mrs S complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2020, Mrs S says her now ex-partner told her about an opportunity to invest with a local b... (3 pages)View decision -
Decision Reference DRN-5941527
9 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5941527 The complaint Mr O complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2023, Mr O was told about an opportunity to invest with an investment company by a family member. Mr O says he unders... (4 pages)View decision -
Decision Reference DRN-5744404
9 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5744404 The complaint Ms A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In April 2025, Ms A found a training course she was interested in taking online. She checked the website and social media pro... (3 pages)View decision -
Decision Reference DRN-5740201
9 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5740201 The complaint Mr A complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2024, Mr A came across a property investment company on a social media website. The company claimed to be offering in... (6 pages)View decision -
Decision Reference DRN-5987829
8 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5987829 The complaint Mr A’s complaint, in essence, is that Mitsubishi HC Capital UK PLC (the Lender) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (7 pages)View decision -
Decision Reference DRN-6062000
8 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6062000 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (18 pages)View decision