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-5469391
13 Aug 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5469391 The complaint Mr A is unhappy that a car supplied to him under a conditional sale agreement with Volvo Car Financial Services UK Limited was of an unsatisfactory quality. What happened In March 2024, Mr A was supplied with a car through a conditional sale agreement with Vol... (3 pages)View decision -
Decision Reference DRN-5750149
13 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5750149 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money hasn’t reimbursed money he says he lost to an art investment scam. What happened In early 2022, Mr C was contacted by “S” about an art investment opportunity. Mr C has explained that he invested in... (5 pages)View decision -
Decision Reference DRN-5365861
13 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5365861 The complaint Mr H complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of a scam. What happened In 2022, Mr H was looking for a builder to complete an extension on his home. Mr H says he looked online and received several quotes. ... (4 pages)View decision -
Decision Reference DRN-5550571
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5550571 The complaint Mr D complains that Oodle Financial Services Limited, trading as Oodle Car Finance, instructed a third party to arrange collection of a car that had been supplied to him under a hire purchase agreement when he had an unresolved complaint about Oodle Car Finance... (3 pages)View decision -
Decision Reference DRN-5598884
13 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5598884 The complaint Mr S complains that Black Horse Limited won’t pay for a repair to a car that was supplied to him under a hire purchase agreement and won’t pay him any compensation. What happened A used car was supplied to Mr S under a hire purchase agreement with Black Horse t... (3 pages)View decision -
Decision Reference DRN-5689868
13 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5689868 The complaint Ms M complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened Ms M saw an advert on a social media site for a company offering investors the ability to invest in artwork. I’ll refer to this compan... (5 pages)View decision -
Decision Reference DRN-5751259
13 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5751259 The complaint On 1 August 2023, Mr W complained about Santander UK Plc’s handling of his current account and overdraft, and says it failed to abide by equality law in its interactions with him. here What happened Mr W said the bank had approached him about a scheme to repay ... (4 pages)View decision -
Decision Reference DRN-5389339
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5389339 The complaint Miss M is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel impersonation scam. On 14 December 2024, she received calls from scammers, claiming to be from the frau... (3 pages)View decision -
Decision Reference DRN-5647154
13 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5647154 The complaint Mr K complains that Vanquis Bank Limited won’t refund to him the money that he paid for some car repairs. What happened Mr K says that the engine management warning light came on in his car in September 2023 and a recovery service took him to a nearby garage wh... (3 pages)View decision -
Decision Reference DRN-5749922
13 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5749922 The complaint Mr L complains that Revolut Ltd (‘Revolut’) won’t refund the payments he made as part of a scam. What happened On 25 October 2023, Mr L received a text about a missed delivery. The text included a link for Mr L to click to rearrange delivery. Mr L was asked to... (6 pages)View decision
