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 171071 results
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Decision Reference DRN-5313744
1 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5313744 The complaint Mr M complains about the quality of a car supplied to him on finance by Toyota Financial Services (UK) PLC trading as Redline Financial Services (‘TF’). What happened The parties are familiar with the background details of this complaint – so I will briefly sum... (3 pages)View decision -
Decision Reference DRN-5344851
1 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5344851 The complaint Mr H complains about the quality of a used car that was supplied through a hire purchase agreement with Go Car Credit Limited (GCC). What happened In May 2022, Mr H acquired a used car through a hire purchase agreement with GCC. The car was about ten years old ... (3 pages)View decision -
Decision Reference DRN-5453757
1 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5453757 The complaint Mr A complains that HSBC UK Bank Plc, lent to him irresponsibly in relation to a credit card account. What happened In December 2019, Mr A provided a credit card by HSBC with a credit limit of £10,500. The balance was later paid off and the card account close... (3 pages)View decision -
Decision Reference DRN-5478340
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5478340 The complaint Mr B complains about Lloyds Bank PLC. He says that he has been the victim of a scam and would like Lloyds to refund him the money he has lost. What happened In March 2022 Mr B loaned an individual I will refer to as ‘C’ £20,400 over a 12-week period to help C... (3 pages)View decision -
Decision Reference DRN-5689319
1 Aug 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5689319 The complaint Mr P complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In September 2023 Mr P entered into a 25-m... (4 pages)View decision -
Decision Reference DRN-5710157
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5710157 The complaint Mr P complained about the service provided by Santander UK Plc (‘Santander’) when it stopped a debit card payment he wanted to make and he was unable to complete a holiday booking as a result. He’s also unhappy with the way Santander handled his complaint. To ... (3 pages)View decision -
Decision Reference DRN-5719999
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5719999 The complaint Mr S complains that Santander UK Plc (Santander) was irresponsible in its management of his personal current account overdraft, as it failed to recognise that he was experiencing issues with problem gambling. What happened Mr S held a personal current account ... (4 pages)View decision -
Decision Reference DRN-5632682
1 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5632682 The complaint Mr F complains about the service he received from Clydesdale Bank Plc trading as Virgin Money (Virgin), after his credit card account was blocked. What happened Mr F holds a credit card account with Virgin. He was working in the USA in the summer of 2024, but ... (3 pages)View decision -
Decision Reference DRN-5730831
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5730831 The complaint Mr P has complained about what happened when he wanted to make a change to his mortgage he held with National Westminster Bank Public Limited Company. Mr P says he approached NatWest as he wanted to change his mortgage from repayment to interest only to reduce... (10 pages)View decision -
Decision Reference DRN-5543180
1 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5543180 The complaint Miss F complains that Bank of Scotland plc trading as Halifax has declined her claim under the Direct Debit Guarantee for a refund. What happened In November 2024, Miss F asked Halifax to refund her under the Direct Debit Guarantee for a series of payments made... (2 pages)View decision
