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 162956 results
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Decision Reference DRN-5270239
4 Feb 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5270239 The complaint Mr L complains that Loans 2 Go Limited trading as loans2go.co.uk was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with 8% statutory interest. And any adverse information recorded about this loan removed from ... (3 pages)View decision -
Decision Reference DRN-5178966
4 Feb 2025 Yorkshire Building Society UpheldMortgagesDRN-5178966 The complaint Mr and Mrs P are unhappy that they lost the offset facility on their mortgage when they completed a product transfer online with Yorkshire Building Society. They don’t believe the process was clear. They also complain that Yorkshire failed to pay interest for a... (4 pages)View decision -
Decision Reference DRN-5087427
4 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5087427 The complaint H, a limited company, complains that HSBC UK Bank Plc has declined to refund disputed transactions that it says were carried out by an unauthorised individual. What happened H is represented by its director, Mr P. In November 2023, Mr P says his office was brok... (3 pages)View decision -
Decision Reference DRN-5303095
4 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5303095 The complaint Mrs I complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. What happened In 2018, Mrs I first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. She invested a second sum of £14,000 by making a... (7 pages)View decision -
Decision Reference DRN-4793930
4 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4793930 The complaint Mrs S complains that Bank of Scotland Plc trading as Halifax (Halifax) won’t refund the money she lost to a scam. Mrs S has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency,... (4 pages)View decision -
Decision Reference DRN-5074500
4 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074500 The complaint Mr O complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr O is being represented by a claims management company but for ease of reading I’ll only refer to Mr O. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5131961
4 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5131961 The complaint Mr A complains that Lloyds Bank plc unfairly demanded full repayment of his secured business term loan and referred his accounts to its recoveries department. What happened Mr A, a sole trader, took out a secured business loan with Lloyds in 2013 and a Bounce ... (2 pages)View decision -
Decision Reference DRN-4795082
4 Feb 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4795082 The complaint Mr D and Mrs W’s complaint is, in essence, that First Holiday Finance Limited (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’... (15 pages)View decision -
Decision Reference DRN-5288978
4 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5288978 The complaint Miss G complains that Kroo Bank Ltd blocked her account and failed to send the balance on the account to her. What happened In April 2024 Miss G's account was blocked by Kroo after she reported unauthorised transactions. She says this caused her difficulty... (2 pages)View decision -
Decision Reference DRN-5305516
4 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305516 The complaint Miss S complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with credit. Miss S is supported in bringing this complaint by a representative. But for ease, I’ll refer to all submissions and actions as being those of Miss S herself. What happe... (3 pages)View decision
