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-5166871
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5166871 The complaint Ms A complains that HSBC UK Bank Plc did not reimburse the £1,500 she says she lost to a scam. What happened Ms A says she met an individual on social media and began talking with him. Around a month later, he asked to borrow £1,500 and promised to repay her in... (3 pages)View decision -
Decision Reference DRN-5290983
15 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5290983 The complaint Mr P complains about the quality of a used car that was supplied to him through a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CAF). Mr P also says the car was mis sold to him. What happened The circumstances surrounding this complaint and ... (8 pages)View decision -
Decision Reference DRN-5422294
15 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5422294 The complaint Mr G and Mrs M complain Nationwide Building Society unfairly closed their account, wrongly applied a applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against Mr G and withheld funds they were entitled to. What hap... (6 pages)View decision -
Decision Reference DRN-5668263
15 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5668263 The complaint Miss V complains American Express Services Europe Limited (“Amex”) has acted unfairly by not refunding a payment she made using her credit card. What happened In July 2024, Miss V booked a one-night hotel package, with a company I’ll refer to as L, for a stay ... (5 pages)View decision -
Decision Reference DRN-5696479
15 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5696479 The complaint Mr O says a finance agreement he signed up to with STARTLINE MOTOR FINANCE LIMITED (Startline) was misrepresented to him. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (2 pages)View decision -
Decision Reference DRN-5552465
15 Aug 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5552465 The complaint Ms T, through a representative, says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to her. What happened Ms T took out a 24-month instalment loan for £2,000 from Finio Loans on 7 December 2022. The monthly repayments were £129.88. Ms T sa... (3 pages)View decision -
Decision Reference DRN-5386576
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5386576 The complaint Mr H has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled his chargeback claim. What happened Mr H purchased forensic security markers from a supplier I shall call ‘E’ in August 2024 using his Halifax credit card to the sum of £179... (5 pages)View decision -
Decision Reference DRN-5739848
15 Aug 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5739848 The complaint Miss M complains that Lloyds Bank PLC pushed her to take out a two-year interest rate product for her mortgage, rather than the five-year product she wanted. Miss M asks that Lloyds applies the five-year rate she wanted in 2022. What happened Miss M has an inte... (3 pages)View decision -
Decision Reference DRN-5592738
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592738 The complaint Mr and Mrs R complain that Lloyds Bank PLC (‘Lloyds’) blocked and closed their account. What happened Mr and Mrs R had a joint current account with Lloyds. In November 2024, two payments, one for £60 and the other for £100, were received into the account. Mr a... (3 pages)View decision -
Decision Reference DRN-5422626
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5422626 The complaint Mr A complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complain... (5 pages)View decision
