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 381196 results
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Decision Reference DRN-5285500
8 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5285500 The complaint Mr P complains LeasePlan UK Limited (LeasePlan) mis-sold a car hire agreement because it did not explain the standard manufacturer’s warranty would not last the duration of the hire agreement. What happened Mr P entered into a hire agreement with LeasePlan in ... (3 pages)View decision -
Decision Reference DRN-5568686
8 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5568686 The complaint Mr K complains Bank of Scotland plc trading as Halifax blocked a payment towards a legitimate investment causing him unnecessary distress, inconvenience and embarrassment. He’s also unhappy how long it took for Halifax to reply to his complaint. What happened M... (3 pages)View decision -
Decision Reference DRN-5655691
8 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5655691 The complaint Mr M complains Moneybarn No. 1 Limited trading as Moneybarn irresponsibly provided him with an unaffordable regulated credit agreement. Mr M’s complaint has been brought by a professional representative but for ease I’ve referred to all submissions as though t... (5 pages)View decision -
Decision Reference DRN-5226253
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226253 The complaint Mr W is unhappy that Lloyds Bank PLC (“Lloyds”) will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr W has brought his complaint through a representative, for ease of reading I will refer solely to Mr W in this decision. ... (4 pages)View decision -
Decision Reference DRN-5712255
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5712255 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) unfairly defaulted his loan account. What happened Towards the end of 2024, Mr H got into difficulties repaying his loan, and he missed two payments. NatWest sent Mr H letters abo... (3 pages)View decision -
Decision Reference DRN-5743348
8 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5743348 The complaint Ms K complains that Santander UK Plc unfairly declined to port her mortgage. She asks that it refunds the early repayment charge (ERC) and compensates her for costs, such as the product fee she paid to her new lender. What happened Ms K took out a mortgage with... (5 pages)View decision -
Decision Reference DRN-5213990
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5213990 The complaint Mr H complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both pa... (2 pages)View decision -
Decision Reference DRN-5213965
8 Aug 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5213965 The complaint Mr H complains that Hastings Financial Services Limited trading as Hastings Direct (“Hastings”) is holding him liable for the debt on a loan he says he neither applied for nor consented to. What happened The background to this complaint is well known to both p... (2 pages)View decision -
Decision Reference DRN-5741856
8 Aug 2025 U.S. Bank Europe DAC UpheldBanking and PaymentsDRN-5741856 The complaint A company, which I will refer to as T, complains that U.S. Bank Europe DAC (trading as Elavon) did not give it a fair opportunity to challenge a chargeback. What happened Elavon acts as a merchant acquirer for T, allowing T to take payments from its customers ... (4 pages)View decision -
Decision Reference DRN-5689678
8 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5689678 The complaint Miss M complains that Barclays Bank UK PLC failed to sufficiently intervene causing her to fall victim to authorised push payment (APP) employment scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (3 pages)View decision
