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 171073 results
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Decision Reference DRN-5693210
4 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693210 The complaint Mr C complains The Royal Bank of Scotland Plc failed in its duty of care to him as its gambling block didn’t stop payments going to an overseas gambling website. What happened Mr C has an account with the Royal Bank of Scotland (“RBS”) and a credit card. Mr C s... (2 pages)View decision -
Decision Reference DRN-5797909
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797909 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D was introduced to a cryptocurrency investment scheme through an acquaintance. She was promised very large returns, with lar... (3 pages)View decision -
Decision Reference DRN-5523543
4 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5523543 The complaint Mr S complains that OAKBROOK FINANCE LIMITED trading as Likely Loans was irresponsible in its lending to him. What happened Mr S was provided with two loans by Likely Loans the details of which are set out below. LoanDate Amount Term Monthly repayment 1 Novembe... (4 pages)View decision -
Decision Reference DRN-5731744
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5731744 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard unfairly recorded a default against his credit card account. What happened Mr M held a credit card account with Barclaycard. In 2022, the account fell into arrears and no payments were made for sev... (4 pages)View decision -
Decision Reference DRN-5562075
4 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5562075 The complaint Mr Z says Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that... (4 pages)View decision -
Decision Reference DRN-5266644
4 Sep 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5266644 The complaint Mr S complained about the way Telefonica UK Limited trading as O2 (Telefonica) dealt with a claim for compensation for a phone he bought through a fixed sum loan agreement with it. What happened Mr S bought a mobile phone for around £1,600 through a fixed sum ... (4 pages)View decision -
Decision Reference DRN-5782619
4 Sep 2025 Hargreaves Lansdown Advisory Services Limited Not upheldBanking and PaymentsDRN-5782619 The complaint Mr R complains that a Paragon Bank bond which he opened through Hargreaves Lansdown Advisory Services Limited (“HL”) has not paid interest annually, as it said it would. As a result, Mr R says that he will incur an increased tax liability of around £700 when th... (2 pages)View decision -
Decision Reference DRN-5647164
4 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5647164 The complaint Mr H has complained that his mortgage was mis-sold to him by Bank of Scotland plc trading as Intelligent Finance (BOS). He is also unhappy with how BOS is treating him, after the interest only mortgage came to an end. What happened Mr H re-mortgaged from anothe... (3 pages)View decision -
Decision Reference DRN-5591621
4 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5591621 The complaint Mr M and Ms O have a joint offset mortgage with Barclays Bank UK PLC They complain that the bank allows Mr M to view information about Ms O’s sole account on his phone although the parties have now separated. What happened Mr M and Ms O have a joint offset mor... (2 pages)View decision -
Decision Reference DRN-5651786
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5651786 The complaint Mr P complains that Nationwide Building Society won’t fully reimburse the money he lost as the result of a scam. Mr P has been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to both parties, so I’ll ... (6 pages)View decision
