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 158214 results
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Decision Reference DRN-5134057
21 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5134057 The complaint Mr S complains TSB Bank PLC (“TSB”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr S complained to TSB about many transactions on his account, some he disputes as unauthorised and some he says he did authoris... (2 pages)View decision -
Decision Reference DRN-5411929
21 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5411929 The complaint Mr W complains that Specialist Motor Finance Limited (“SMF”) failed to conduct sufficient checks into his financial position before it entered into a hire purchase agreement with him. What happened In August 2019, SMF provided Mr W with a hire purchase agreeme... (5 pages)View decision -
Decision Reference DRN-5344282
21 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5344282 The complaint Mr J complains that Tesco Personal Finance Limited (‘Tesco’) irresponsibly agreed to lend to him by way of a personal loan he couldn’t afford to repay. What happened In October 2017, Mr J took out a personal loan in the form of a fixed sum loan agreement with ... (4 pages)View decision -
Decision Reference DRN-5083856
21 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5083856 The complaint Mr and Mrs S hold/held a joint account with National Westminster Bank Public Limited Company (“NatWest”). Mr and Mrs S’s complaint is about NatWest’s refusal to reimburse them money they say they lost due to a scam. Mr and Mrs S are represented by Mendelsons So... (5 pages)View decision -
Decision Reference DRN-5045914
21 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5045914 The complaint Mr B complains about a fixed sum loan agreement with Clydesdale Financial Services Limited trading as Barclays Partner Finance. What happened In early February 2024, Mr B took out a fixed sum loan agreement with Clydesdale, to pay for a brand new mobile telepho... (3 pages)View decision -
Decision Reference DRN-4756849
21 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4756849 The complaint Mr J complains that Lloyds Bank PLC didn’t treat him fairly after he lost money to an email interception scam. Other complaints concerning the same scam are the subject of separately issued decisions. This decision solely concerns the complaint about Lloyds Ban... (4 pages)View decision -
Decision Reference DRN-4757113
21 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4757113 The complaint Mr J complains that HSBC UK Bank Plc didn’t treat him fairly after he paid money to an HSBC account during an email interception scam. Other complaints concerning the same scam are the subject of separately issued decisions. This decision concerns HSBC solely. ... (6 pages)View decision -
Decision Reference DRN-5410110
21 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5410110 The complaint Mrs O complains about Healthcare Finance Limited’s (HFL) response to her claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment she bought using a fixed sum loan from it. What happened Around May 2023 Mrs O bought ... (5 pages)View decision -
Decision Reference DRN-5362713
21 Mar 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5362713 The complaint Mrs G complains through a representative Stellantis Financial Services UK Limited (“Stellantis”) gave her finance without taking reasonable steps to see whether she could afford it. What happened In April 2022, Stellantis provided Mrs G with a conditional sale... (4 pages)View decision -
Decision Reference DRN-5295665
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5295665 The complaint Mr R complains that HSBC UK Bank PLC (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of thi... (4 pages)View decision
