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 179155 results
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Decision Reference DRN-5769486
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5769486 The complaint Mr B is unhappy that Bank of Scotland Plc trading as Halifax (Halifax) won’t refund all of the payments he made because of an investment scam. Halifax has paid half of the payments Mr B made to scammers as compensation, along with a payment for distress and in... (3 pages)View decision -
Decision Reference DRN-6099481
23 Jan 2026 Allium Money Limited Not upheldConsumer CreditDRN-6099481 The complaint Mr S’s complaint is, in essence, that Allium Money Limited 1 (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 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-6098895
23 Jan 2026 Honeycomb Finance Limited Not upheldConsumer CreditDRN-6098895 The complaint Mrs T’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (11 pages)View decision -
Decision Reference DRN-6032216
23 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6032216 The complaint Miss N complains that Bank of Scotland plc trading as Halifax lent to her irresponsibly. What happened In September 2017, Miss N applied for and was given a credit card with Halifax. The credit limit was agreed as follows: Date Event Credit limit 6 September ... (4 pages)View decision -
Decision Reference DRN-6039082
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6039082 The complaint Miss B is unhappy that Bank of Scotland trading as Halifax applied a Cifas marker against her name. She would like the marker removed. Miss B is being represented by a member of her family but for ease I’ll only refer to Miss B below. What happened The backgr... (2 pages)View decision -
Decision Reference DRN-5677163
23 Jan 2026 Telefonica UK Limited UpheldConsumer CreditDRN-5677163 The complaint Miss N complained about the condition of a phone that was supplied under a fixed sum loan agreement by Telefonica UK Limited trading as O2. What happened The events of this complaint are well known to both parties, so I’ll only briefly summarise them here. Mis... (5 pages)View decision -
Decision Reference DRN-5834143
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5834143 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“Halifax”) declined to refund a failed cash withdrawal. What happened Mr S says he used an automated teller machine (ATM) to withdraw about 500 Euros (on 7 October 2023) while he was abroad. Mr S says... (3 pages)View decision -
Decision Reference DRN-6026456
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6026456 The complaint Ms C complains HSBC UK Bank Plc (trading as First Direct) won’t refund money she lost as part of a crypto investment scam. Ms C is supported in making her complaint by a representative, but for ease, I’ll refer to Ms C throughout this decision. What happened Ms... (4 pages)View decision -
Decision Reference DRN-5931388
23 Jan 2026 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5931388 The complaint Mr I complains that Hyundai Capital UK Limited (“HC”) refused to allow him to reject a car and sought to charge him an early termination fee when he ended his finance agreement. What happened In September 2021 Mr I acquired a new car funded by a contract hire a... (3 pages)View decision -
Decision Reference DRN-5890431
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5890431 The complaint Mr and Mrs R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision