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-5935473
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5935473 The complaint Mr J complains that Bank of Scotland Plc trading as Halifax blocked his debit card. What happened Mr J has a bank account with Halifax. In May 2025, his debit card was blocked by Halifax. Despite several attempts he could not use the card in a shop to make esse... (2 pages)View decision -
Decision Reference DRN-5718751
3 Dec 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5718751 The complaint J D Williams and Company Limited trading as J D Williams (“J D Williams) provided Mrs M with a store card in August 2019. It had an initial credit limit of £850 which increased incrementally until it reached £3,000 by February 2023. Mrs M says the credit was pr... (3 pages)View decision -
Decision Reference DRN-5848490
3 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5848490 The complaint Mr and Mrs B complain that Lloyds Bank PLC won’t reimburse them after they lost money to an investment – that they now consider to have been a scam – whereby they sent money to an account held at Lloyds. What happened The circumstances of this complaint are wel... (6 pages)View decision -
Decision Reference DRN-5918701
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5918701 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set... (4 pages)View decision -
Decision Reference DRN-5867587
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5867587 The complaint Mr A and Ms I complain that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t i... (4 pages)View decision -
Decision Reference DRN-5980154
3 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5980154 The complaint Mrs S is unhappy that a car supplied to her under a personal contract purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. She was also unhappy that the car and warranty had been mis-sold by the dealership, and that CAF didn’... (4 pages)View decision -
Decision Reference DRN-5918675
3 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5918675 The complaint Mr P complains that Black Horse Limited provided him with an unaffordable regulated hire purchase agreement. Mr P is represented by a claims management company, but for ease I’ve referred to all submissions as though they are his own. What happened In December... (3 pages)View decision -
Decision Reference DRN-5994338
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5994338 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (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 197... (12 pages)View decision -
Decision Reference DRN-5939121
3 Dec 2025 Experian Limited Not upheldConsumer CreditDRN-5939121 The complaint Mr R complains about issues experienced with Experian Limited when trying to access his credit report and account online. What happened In April 2024 Mr R says he was unable to log in to access his Experian credit report and account, so he contacted Experian to... (3 pages)View decision -
Decision Reference DRN-5902892
3 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5902892 The complaint Miss G complains she was unable to make payments from her Nationwide Building Society account because of a faulty card reader it had supplied. She also complains about the general service she received. What happened In July 2025, while trying to pay her bills, ... (3 pages)View decision