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-5147429
28 Feb 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5147429 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) irresponsibly agreed to lend to him by way of a personal loan when he couldn’t afford to repay and caused him to get into financial difficulties as a result. What happened In September 2017, Mr M took out a persona... (3 pages)View decision -
Decision Reference DRN-5364537
28 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5364537 Complaint Mr F is unhappy with what Oodle Financial Services Limited (“Oodle”) has agreed to do to put things right for him after it accepted it entered into a hire-purchase agreement that it ought to have realised was unaffordable for him. Background In December 2021, Oodl... (6 pages)View decision -
Decision Reference DRN-5294000
28 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5294000 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it provided him with an overdraft facility on his current account. He has also said the bank failed in its duty of care to support him as a vulnerable consumer. Background... (5 pages)View decision -
Decision Reference DRN-4974299
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4974299 The complaint Mrs S is complaining about Bank of Scotland plc trading as Halifax because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs S fell victim to a cruel investment scam. She was introduced to what she thought was a genuine investm... (3 pages)View decision -
Decision Reference DRN-5228469
28 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5228469 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the represent... (3 pages)View decision -
Decision Reference DRN-5339661
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339661 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs J fell victim to a fake job scam after she wa... (10 pages)View decision -
Decision Reference DRN-5233946
28 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5233946 The complaint Ms H complains Nationwide Building Society didn’t do enough to help get a refund for a payment made on her debit card. What happened In November 2022, Ms H paid for a swimming event on her Nationwide debit card, for an event taking place in August 2023. After... (3 pages)View decision -
Decision Reference DRN-4915372
28 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4915372 The complaint Mr C complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) didn’t notify him of his options to exit a hire purchase agreement he held with them in relation to a van he acquired. Mr C said Oodle incorrectly terminated the agreeme... (4 pages)View decision -
Decision Reference DRN-5173729
28 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5173729 The complaint Miss P 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 June 2023 Miss P entered into a 25-... (4 pages)View decision -
Decision Reference DRN-5025298
28 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5025298 The complaint Ms C complains that the car she acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. She wants MFL to fairly and reasonably settle her complaint and cover the costs that she’s incurred. What happened Ms C entered into a hire purchas... (4 pages)View decision
