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 171072 results
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Decision Reference DRN-5744903
8 Aug 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5744903 Complaint Mr B is unhappy that Northern Bank Limited trading as Danske Bank (“Danske Bank”) didn’t reimburse him after he reported falling victim to a scam Background Mr B was in the market for a vehicle and came across an online advert for one listed at £8,200. The advert m... (4 pages)View decision -
Decision Reference DRN-5744417
8 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5744417 The complaint Miss L complains Lloyds Bank PLC keeps on blocking her accounts even though she’s more than able to manage her finances and that it constantly questions her but doesn’t listen. What happened Miss L has three accounts with Lloyds Bank – a current account, a savi... (3 pages)View decision -
Decision Reference DRN-5690689
8 Aug 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5690689 The complaint Mrs H complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by RCI Financial Services Limited trading as Nissan Financial Services (RCI). Mrs H is represented in this complaint by her husband Mr H but, for ease... (11 pages)View decision -
Decision Reference DRN-5724386
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5724386 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) decided to close his account due to unacceptable behaviour in branch after Lloyds had blocked it for security purposes. Mr C denies behaving in a way that warrants his account being closed in this way. What happened The... (2 pages)View decision -
Decision Reference DRN-5469377
8 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5469377 The complaint Mr T, through his representative, complaints that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Here is a table giving brief details of the lending. Loan Approved Amount Terms Repaid 1 15 December 2018 £5605 x £201.28 and 1 ... (3 pages)View decision -
Decision Reference DRN-5710318
8 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710318 The complaint Mr T is unhappy with how Bank of Scotland (“Halifax”) handled his refund claim. What happened Mr T used his Halifax credit card to upgrade his return flights when travelling back home with his sibling. Mr T purchased the two flight upgrades at the airport. He s... (7 pages)View decision -
Decision Reference DRN-4953244
8 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4953244 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of a scam. What happened In or before May 2023, Mr O found out about a cryptocurrency investment company. He was told that any money he invested... (3 pages)View decision -
Decision Reference DRN-5616602
8 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5616602 The complaint Mr P complains that American Express Services Europe Limited (“Amex”) didn’t send him the Companion Voucher he earned with his credit card spend. What happened Mr P says he paid an annual fee for a British Airways American Express Premium Plus card. He says on... (2 pages)View decision -
Decision Reference DRN-5700636
8 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5700636 The complaint Mr M complains about problems he has had with a car Black Horse Limited supplied to him under a hire purchase agreement. What happened Whilst I won’t set everything that has happened out in detail here, I am mindful that the timeline of events provided by both... (8 pages)View decision -
Decision Reference DRN-5312517
8 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5312517 The complaint Mr H complains, via a representative, that Santander UK Plc (“Santander”) won’t refund the money he lost to a fake job 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, ... (3 pages)View decision
