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 160340 results
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Decision Reference DRN-5372585
5 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5372585 The complaint Mr B complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In October 2022, Mr B entered into a 60 month hire purchase finance agreement with Oodle... (4 pages)View decision -
Decision Reference DRN-5318305
5 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5318305 The complaint Ms N’s complaint arises from her mortgage account held with Bank of Scotland plc (BOS). Ms N is unhappy that a late payment marker was recorded on her credit file, and that she was given inaccurate information about this when she spoke to the bank. To settle th... (3 pages)View decision -
Decision Reference DRN-4836561
5 Mar 2025 Lendable Ltd UpheldConsumer CreditDRN-4836561 The complaint Mrs S complains about a car supplied to her using a hire purchase agreement taken out with Lendable Ltd trading as Autolend (“Autolend”). What happened Mrs S referred a complaint to us along with her representative. As the complainant is Mrs S, for ease, I hav... (5 pages)View decision -
Decision Reference DRN-4915674
5 Mar 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4915674 The complaint Mrs S complains that a car she financed through an agreement with Stellantis Financial Services UK Limited, trading as Vauxhall Finance, was mis-sold to her, that the business failed to explain her termination options adequately and that the vehicle supplied wa... (3 pages)View decision -
Decision Reference DRN-5359682
5 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5359682 The complaint Mr H has complained about two overdrafts Lloyds Bank PLC (“Lloyds”) provided to him. He says both overdrafts were unaffordable, from the outset and subsequently, and this could and should have been apparent to Lloyds from the outset and subsequently. What happ... (3 pages)View decision -
Decision Reference DRN-5308455
5 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5308455 The complaint Miss M complains that Moneybarn No.1 Limited (“Moneybarn”) gave her finance without carrying out the correct checks. Had it made better checks it would’ve seen she was unemployed and in receipt of benefits. What happened In February 2020, Moneybarn provided Mi... (5 pages)View decision -
Decision Reference DRN-5264479
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5264479 The complaint Mr M complains that HSBC didn’t send him confirmation of an agreement he had reached with it to repay his outstanding credit balances. As a result of this, he couldn’t borrow further sums which he said would have allowed him to manage his finances better. What... (4 pages)View decision -
Decision Reference DRN-5352346
5 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5352346 The complaint C – a limited company – complains that Barclays Bank UK PLC delayed removing a charge held against a leasehold property it owned. As a result, the sale of the property fell through. What happened C has secured loan facilities with Barclays. It is represented by... (4 pages)View decision -
Decision Reference DRN-5345972
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5345972 The complaint Miss L complains that Revolut Ltd (“Revolut”) didn’t do enough to recover lost funds after she reported an issue. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what... (2 pages)View decision -
Decision Reference DRN-5365855
5 Mar 2025 My Finance Club Limited UpheldConsumer CreditDRN-5365855 The complaint Ms F complains through a representative that My Finance Club Limited (“MFC”) failed to carry out proportionate affordability checks before it lent to Ms F. What happened A summary of Ms F’s borrowing can be found below. loan number loan amount agreement date r... (7 pages)View decision
