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 162956 results
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Decision Reference DRN-5556267
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5556267 The complaint Mr D complains about advice and service he received from HSBC UK Bank Plc. What happened HSBC had previously placed restrictions on the accounts Mr D held with it. He says he was told by a member of HSBC’s staff that he’d still be able to move money between his... (3 pages)View decision -
Decision Reference DRN-5606471
13 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5606471 The complaint Mrs C complains Bank of Scotland plc trading as Halifax won’t refund payments made as part of a scam. What happened Mrs C was looking to take out a loan and after searching online, she found a company I’ll call “H”. After completing an online application, she s... (4 pages)View decision -
Decision Reference DRN-5198245
13 Jun 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5198245 The complaint Mr M complains about the quality of a new car that was supplied to him through a finance agreement with Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened In March 2022 Mr M acquired a new car through a personal contract plan (PCP) which is a t... (2 pages)View decision -
Decision Reference DRN-5621034
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5621034 The complaint Mr B complains that NewDay Ltd irresponsibly lent to him. What happened Mr B was approved for an NewDay credit card (which I will refer to as A in this decision), in March 2021 with a credit limit of £450. The credit limit was increased to £1,450 in July 2022. ... (6 pages)View decision -
Decision Reference DRN-5140130
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5140130 The complaint Mr K complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr K has previously been represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-5510605
13 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5510605 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax lent to her irresponsibly in relation to a credit card account. In bringing her complaint, Mrs W is supported by a representative. For ease, though, I’ll only refer to Mrs W throughout. What happene... (3 pages)View decision -
Decision Reference DRN-5622576
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622576 The complaint Mr M complains that Barclays Bank UK PLC has failed to trace the money in a fixed rate bond which he held with it. He is represented by his son, Mr M1. What happened In August 2000, Mr M took out a fixed rate bond with Barclays. The bond matured in August 2001.... (2 pages)View decision -
Decision Reference DRN-5396201
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5396201 The complaint Mr C complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr C found an advert on social media for a company that offered trading advice and a platform to carry out trades on. He signed up and was put in contact with an adviso... (4 pages)View decision -
Decision Reference DRN-4995375
13 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4995375 The complaint Mr K complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background to this complain... (8 pages)View decision -
Decision Reference DRN-5306192
13 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5306192 The complaint Mr L complains that Oodle Financial Services Limited (“Oodle”) gave him an agreement he couldn’t afford to repay. Mr L also says that Oodle was aware of his vulnerability and lent to him anyway. What happened In December 2019, Oodle provided Mr L with a hire p... (4 pages)View decision
