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 161648 results
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Decision Reference DRN-4836349
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4836349 The complaint Mr E complains that Lloyds UK Bank PLC (‘Lloyds’) won’t refund money he lost when he says he fell victim to a scam. What happened Mr E says that he was persuaded to invest with a company I’ll refer to as H in my decision. H was a private rental development com... (4 pages)View decision -
Decision Reference DRN-5187851
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5187851 The complaint Mrs M complains that Bank of Scotland plc (trading as Halifax) didn’t protect her from an investment scam. Mrs M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened Mrs M’s husba... (5 pages)View decision -
Decision Reference DRN-5226310
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226310 The complaint Mr H complains about Lloyds Bank PLC (Lloyds) when they blocked his account, and the subsequent service they provided. What happened In June 2024, Mr H was having issues with some online transactions which were flagged by the computer systems used by Lloyds. T... (3 pages)View decision -
Decision Reference DRN-5171384
28 Jan 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5171384 The complaint Mr J complains Capquest Debt Recovery Limited have contacted him to repay a debt which isn’t his. What happened Mr J received a letter from Capquest dated 3 August 2023 talking about an outstanding debt. Sadly, Mr J has been dealing with these issues since 200... (2 pages)View decision -
Decision Reference DRN-5290802
28 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5290802 The complaint Mr H complains Clydesdale Bank Plc trading as Virgin Money failed to close his credit card account when he asked them to. Mr H is also unhappy with their reply to a Subject Access Request (SAR) he made. What happened In September 2023 Mr H says he called Virgi... (4 pages)View decision -
Decision Reference DRN-5241799
28 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5241799 The complaint Miss V complains that Lloyds Bank PLC failed to give her clear and timely information about taking out a new interest rate product for her mortgage. The mortgage went onto Lloyds’ variable rate. Miss V re-mortgaged, incurring costs in doing so. Miss V asks that... (4 pages)View decision -
Decision Reference DRN-5157877
28 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5157877 The complaint Miss H complains that Stellantis Financial Service UK Limited has supplied her with a faulty car. Miss H wants to reject the car and terminate the agreement. What happened Miss H entered into a hire purchase agreement with Stellantis in November 2023, the agre... (5 pages)View decision -
Decision Reference DRN-5277868
28 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5277868 The complaint Mr and Mrs D complain that Barclays Bank UK PLC made “unauthorised transactions” on their mortgage by reducing the interest only balance and increasing the repayment balance. What happened Mr and Mrs D have a mortgage with Barclays. The mortgage is part interes... (2 pages)View decision -
Decision Reference DRN-5262162
28 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5262162 The complaint Mr C complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, explaining why I didn’t intend to uphold it. I invited both part... (5 pages)View decision -
Decision Reference DRN-4868424
28 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-4868424 The complaint Mr E complains about the quality of a car supplied to him by Oodle Financial Services Limited (“Oodle”). What happened Mr E acquired a used car under a 60 month hire purchase agreement with Oodle in September 2023. The car cost £19,068. Under the agreement, Mr ... (4 pages)View decision
