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 170994 results
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Decision Reference DRN-5592229
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5592229 The complaint Mr and Mrs C complain that Bank of Scotland plc trading as Halifax didn’t treat them fairly after the term of their interest only mortgage expired. What happened Mr and Mrs C have an interest only mortgage with Halifax. The term expired in 2023 with an unpaid b... (3 pages)View decision -
Decision Reference DRN-5323386
10 Sep 2025 Quidie Limited UpheldConsumer CreditDRN-5323386 The complaint Miss B complains Quidie Limited trading as Fernovo didn’t treat her fairly when she fell into financial difficulty on her high-cost short-term instalment loan. What happened Miss B took out a high-cost short-term instalment loan with Fernovo in August 2023. Th... (6 pages)View decision -
Decision Reference DRN-5642767
10 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5642767 The complaint Mr M complains Link Financial Outsourcing Limited have refused to correct the account balance on his debt, and he says they’ve failed to provide transparency regarding their debt collection practices. What happened Mr M says his account was transferred from his... (4 pages)View decision -
Decision Reference DRN-5590216
10 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5590216 The complaint Miss O complains that National Westminster Bank PLC reported her to a credit reference agency for having missed a payment when an agreed payment plan had not commenced. And that her credit file shows her still in arrears, and also showing as an arrangement. Wh... (3 pages)View decision -
Decision Reference DRN-5526783
10 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5526783 The complaint Miss S complains that Zopa Bank Limited (“Zopa”) irresponsibly provided her with a loan she couldn’t afford and it didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened Zopa provided Miss S with a loan for £16,300 ... (4 pages)View decision -
Decision Reference DRN-5678866
10 Sep 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5678866 The complaint Ms H complains Capquest Debt Recovery Limited trading as Erudio Student Loans (Erudio) haven’t written off her student loan when she thinks they should have. What happened Ms H holds a student loan with Erudio. Each year she’s required to fill in a deferment ap... (4 pages)View decision -
Decision Reference DRN-5744590
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5744590 The complaint Mr A is unhappy with Bank of Scotland trading as Halifax. He visited a branch to transfer money to an account abroad. Mr A said branch staff didn’t provide the service in a timely manner which meant the transfer was delayed beyond 3pm meaning the transfer could... (3 pages)View decision -
Decision Reference DRN-5806103
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806103 The complaint Mrs W complains about Revolut Ltd. She says that she has fallen victim to a cryptocurrency investment scam and would like Revolut to refund her the money she has lost as a result. What happened Mrs W received a message from a friend she had known for a number o... (3 pages)View decision -
Decision Reference DRN-5805378
10 Sep 2025 Arrow Global Massey Limited UpheldConsumer CreditDRN-5805378 The complaint Mr S complains Arrow Global Massey Limited are reporting a default to his credit file when they shouldn’t be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this bel... (5 pages)View decision -
Decision Reference DRN-5400547
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5400547 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t do enough to protect her from a purchase scam. She says Halifax should refund her all the money she lost. What happened Miss S said she saw a relative’s holiday on social media. Sh... (4 pages)View decision
