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 158214 results
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Decision Reference DRN-5017074
14 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5017074 The complaint Ms R complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In September 2023 Ms R entered into a 25... (4 pages)View decision -
Decision Reference DRN-5338724
14 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5338724 The complaint Mr S complains about the customer service given by Nationwide Building Society which led to inconvenience, loss of interest and errors in paying compensation. What happened Mr S visited a Nationwide branch during August 2024 to find out how he could open a new ... (3 pages)View decision -
Decision Reference DRN-4856283
14 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4856283 The complaint Mr M complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2017, Mr M was looking for an investment online and came across an investment company offering investments in renewable... (3 pages)View decision -
Decision Reference DRN-4856249
14 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4856249 The complaint Mr M 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 mid-2017, Mr M was looking for an investment online and came across an investment company offering investments in renewable... (3 pages)View decision -
Decision Reference DRN-4842532
14 Mar 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4842532 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with Creation Consumer Finance Ltd (‘Creation’). Miss T says that the car she has acquired was faulty and she should be allowed to reject it. She also says trying to... (9 pages)View decision -
Decision Reference DRN-5369339
14 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5369339 Complaint Miss V has complained about personal loans which she says Lloyds Bank PLC (“Lloyds”) unfairly provided to her. She says the loans were unaffordable and so shouldn’t have been provided. Background Lloyds provided Miss V with a total of four unsecured personal loans... (7 pages)View decision -
Decision Reference DRN-5296759
13 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5296759 The complaint Mr S’ complaint about Bank of Scotland plc trading as Birmingham Midshires (BOS) relates to arrears which arose on his mortgage account, the reporting of those arrears to credit reference agencies (CRAs) and his attempts, from October 2022, to get BOS to allow ... (3 pages)View decision -
Decision Reference DRN-5025650
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5025650 The complaint Mr W is unhappy that Revolut Ltd (Revolut) won’t refund the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here, but in... (10 pages)View decision -
Decision Reference DRN-4981592
13 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4981592 The complaint Mr M complains about the balance of a catalogue account with Frasers Group Financial Services Limited trading as Studio, which he says was opened in his name without his authority. What happened In December 2022, a catalogue account was opened with Studio in Mr... (4 pages)View decision -
Decision Reference DRN-5049530
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5049530 The complaint Mrs N complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs N is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known to the parties and has b... (4 pages)View decision
