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 380824 results
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Decision Reference DRN-5259951
11 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5259951 The complaint Mr R has complained that Santander UK Plc unfairly failed to refund him for a car he bought at auction, which he’s explained wasn’t of satisfactory quality. What happened In November 2023, Mr R bought a used car via an online auction. When he collected the car,... (2 pages)View decision -
Decision Reference DRN-5483576
11 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5483576 Complaint Mr R complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said suitable affordability checks weren’t carried out prior to the application and he was lent to despite suffering from a poor credit hist... (4 pages)View decision -
Decision Reference DRN-5672678
11 Aug 2025 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5672678 The complaint Mr R complains that Bank of Ireland (UK) Plc was irresponsible in its lending to him. What happened Mr R was provided with a £14,900 loan by Bank of Ireland in August 2019. The loan term was 84 months and Mr R was required to make monthly repayments of £271.75.... (3 pages)View decision -
Decision Reference DRN-5717934
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5717934 The complaint Mr M complains about a claim he made to Nationwide Building Society (‘Nationwide’). What happened The background is well known to both parties, so I’ll only summarise it here. In early 2023, Mr M purchased a garden office (referred to as a ‘cabin’) for a tota... (4 pages)View decision -
Decision Reference DRN-5579103
11 Aug 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5579103 Complaint Mr D has complained about a credit card Zopa Bank Limited (“Zopa”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2022, Zopa provided Mr D with a credit card which h... (3 pages)View decision -
Decision Reference DRN-5713242
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5713242 Complaint Mr E has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr E is being represented, by “the representative”,... (4 pages)View decision -
Decision Reference DRN-5739113
11 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5739113 Complaint Mr M has complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to his current account. Mr M is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr M’s account w... (4 pages)View decision -
Decision Reference DRN-5250980
11 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5250980 Complaint Mr P is unhappy Western Circle Ltd (trading as “Cashfloat”) provided him with a high-cost short-term credit instalment loan. He says the loan was unaffordable and he ended up defaulting on it. Background This complaint centres around the provision of a high-cost s... (3 pages)View decision -
Decision Reference DRN-5423508
11 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5423508 Complaint Mr W complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In March 2020, Oodle provided Mr W w... (3 pages)View decision -
Decision Reference DRN-5635635
11 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5635635 Complaint Mr D complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In September 2019, Oodle provided Mr... (3 pages)View decision
