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 170827 results
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Decision Reference DRN-5651303
17 Jul 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5651303 The complaint Mrs A complains that a conditional sale agreement with Volvo Car Financial Services UK Limited was misrepresented to her. What happened A new car was supplied to Mrs A under a conditional sale agreement with Volvo Car Financial Services that she electronically ... (3 pages)View decision -
Decision Reference DRN-5573077
17 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5573077 The complaint Miss M is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred her defaulted Bounce Back Loan (“BBL”) debt to a third-part debt collection agency (“DCA”) even though she was making payments of £20 per month towards it. What happened Miss M had... (2 pages)View decision -
Decision Reference DRN-5481068
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5481068 The complaint Mr and Mrs W are unhappy with Bank of Scotland plc trading as Halifax. Mr and Mrs W found an old passbook and asked Halifax to trace the funds held in the account. Halifax eventually found the account and said it closed with a balance of £4,331.30 and the balan... (3 pages)View decision -
Decision Reference DRN-5109829
17 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5109829 The complaint Miss H complains that Bank of Scotland plc (trading as Halifax) failed to refund £15,000 she says she lost to a crypto investment scam. Miss H is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss H in this decisi... (3 pages)View decision -
Decision Reference DRN-5310661
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5310661 The complaint Mrs C is unhappy with how Santander UK Plc handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Mrs C explained she had a cyst on her face which her GP diagnosed as benign in May 2023. She says she asked for it to be removed,... (4 pages)View decision -
Decision Reference DRN-5680814
17 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5680814 The complaint Mrs C and Mr C’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (14 pages)View decision -
Decision Reference DRN-5698554
17 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5698554 The complaint Mrs B complains that Lloyds Bank PLC revoked access to Internet banking for her son Mr B when they registered a replacement attorney under her power of attorney (POA) document. Mr B represents Mrs B. What happened Lloyds had registered a power of attorney under... (2 pages)View decision -
Decision Reference DRN-5483637
17 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5483637 The complaint Mr D complains that J.P. Morgan Europe Limited trading as Chase failed to notice that he was spending considerable sums on gambling. And that it refused to raise chargeback disputes in respect of these transactions. What happened Mr D says that between November... (3 pages)View decision -
Decision Reference DRN-5205774
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5205774 The complaint Mr M and Mrs A complain that Santander Bank Plc (Santander) refuse to refund a transaction on their account they did not consent to. What happened Mr M and Mrs A raised concerns when it came to their attention that £200 had been withdrawn from their joint acco... (3 pages)View decision -
Decision Reference DRN-5698000
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5698000 The complaint Mr F complains that Revolut Ltd (“Revolut”) didn’t raise chargebacks for gambling transactions made to overseas casinos. Mr F says the casinos weren’t licenced in the UK and essentially operated a scam. What happened Mr F has a bank account with Revolut. He co... (3 pages)View decision
