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-5566110
28 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5566110 Complaint Mr M complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In January 2018, Black Hors... (3 pages)View decision -
Decision Reference DRN-5568211
26 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5568211 The complaint Ms H complains Moneybarn No.1 Limited (Moneybarn) irresponsibly lent to her when it entered into a car finance agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Ms H took out a conditi... (5 pages)View decision -
Decision Reference DRN-5697589
26 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5697589 The complaint Mr B complains that Bank of Scotland plc trading as Halifax won’t reimburse him for payments he made to a scam. Mr B’s complaint is brought by a professional representative but for ease I will refer only to Mr B in this decision. What happened I issued a prov... (5 pages)View decision -
Decision Reference DRN-5387390
26 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5387390 The complaint Miss E complains about the quality of a car she has been financing through an agreement with Stellantis Financial Services UK Limited (Stellantis). What happened Miss E took receipt of a used car in May 2023. She financed the deal through a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5177115
26 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5177115 The complaint Mrs K complains that Wise Payments Limited (Wise) won’t reimburse her for payments she made to a scam. 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 the key events here.... (4 pages)View decision -
Decision Reference DRN-5650991
25 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5650991 THE COMPLAINT Mrs C complains that Bank of Scotland plc trading as Halifax will not reimburse her payment transactions made from her accounts which she says were unauthorised. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I wi... (3 pages)View decision -
Decision Reference DRN-5672363
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5672363 The complaint Mr E complains that NewDay Ltd sent letters regarding his account to an address he never lived at resulting in the account being defaulted and terminated. What happened Mr E held a credit card account with NewDay. In 2020 Mr E experienced financial difficulties... (3 pages)View decision -
Decision Reference DRN-5383365
25 Jul 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5383365 The complaint Mr G complains about the quality of a car supplied to him through a hire purchase agreement with Lloyds Bank PLC (“Lloyds”). What happened Mr G acquired a car through a hire purchase agreement over a term of four years in February 2022. The car was around one y... (5 pages)View decision -
Decision Reference DRN-5715465
25 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5715465 The complaint Mr P complains Barclays Bank UK PLC trading as Barclaycard didn’t handle his section 75 / chargeback claim fairly and repeatedly failed to make reasonable adjustments. What happened Mr P has an account with Barclaycard and has been a customer for many years. Mr... (4 pages)View decision -
Decision Reference DRN-5446097
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5446097 The complaint N, a limited company, complains that Starling Bank Limited won’t refund the money it lost as the result of a scam. N has been represented in the complaint by one of its directors, Mr B. What happened In August 2023 Mr B received a call on his landline from some... (4 pages)View decision
