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 163568 results
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Decision Reference DRN-5342362
18 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5342362 The complaint Mrs M complains that Tesco Personal Finance Limited (“Tesco Personal Finance”) is holding her liable for the debt on a loan taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5342368
18 Mar 2025 Santander UK Plc Not upheldConsumer CreditDRN-5342368 The complaint Mrs M complains that Santander UK Plc (“Santander”) is holding her liable for the debt on a loan taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In bri... (2 pages)View decision -
Decision Reference DRN-5342418
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5342418 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t protected her from losing money to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs M h... (3 pages)View decision -
Decision Reference DRN-5340160
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5340160 The complaint Mr H complains that HSBC UK Bank Plc did not deal fairly with his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank trades in this case under its First Direct brand. What happened Between early May and late June 2024 made credit ca... (3 pages)View decision -
Decision Reference DRN-5119594
18 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5119594 Complaint Mrs M is unhappy that J.P. Morgan Europe Limited (trading as Chase) declined to fully reimburse her after she told it she was the victim of a scam. Background In May 2023, Mrs M received a text message that appeared to be from a bank that I'll refer to as Bank... (3 pages)View decision -
Decision Reference DRN-5232404
18 Mar 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5232404 The complaint Mr W complains that a car that was supplied to him under a hire purchase agreement with Marsh Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr W under a hire purchase agreement with Marsh Finance that he electronically... (3 pages)View decision -
Decision Reference DRN-4893485
18 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4893485 The complaint H is a limited company and Mr A is a director of it. He complains on H’s behalf, disagreeing with Lloyds Bank PLC’s decision to not reimburse losses to a scam. What happened Mr A says he was told about an investment opportunity by a friend in June 2020. His fri... (2 pages)View decision -
Decision Reference DRN-5406289
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5406289 The complaint Miss B complains that Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened Miss B contacted a friend though social media after seeing their posts about success in cryptocurrency investing. They e... (4 pages)View decision -
Decision Reference DRN-4929742
18 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4929742 The complaint H is a limited company and Mr A is a director of it. He complains on H’s behalf, disagreeing with Metro Bank PLC’s decision to not reimburse losses to a scam. What happened Mr A says he was told about an investment opportunity by a friend in June 2020. His frie... (2 pages)View decision -
Decision Reference DRN-4995639
18 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4995639 The complaint H is a limited company and Mr A is a director of it. He complains on H’s behalf, disagreeing with Nationwide Building Society’s decision to not reimburse losses to a scam. What happened Mr A says he was told about an investment opportunity by a friend in June 2... (2 pages)View decision
