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-5403581
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5403581 The complaint Mr L complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In September 2024, Mr L booked a holiday, paying with his HSBC debit card. While on the holiday in November 2024, Mr L found the hotel to... (3 pages)View decision -
Decision Reference DRN-5634661
19 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5634661 The complaint Mrs J is unhappy with Frasers Group Financial Services Limited, trading as Studio (Frasers) because she says they did not correctly adjust the balance on her running credit account when a refund was applied to the account. Mrs J is represented in this matter b... (5 pages)View decision -
Decision Reference DRN-5415539
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415539 The complaint Mr D complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-5415624
19 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5415624 The complaint Mr D says Moneybarn No. 1 Limited, (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that, at the time of sale, he had... (4 pages)View decision -
Decision Reference DRN-5293431
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293431 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse him for payments he made to a scam. Mr K’s complaint is brought by a professional representative but for ease I will refer only to Mr K in this decision. What happened The detailed background to this c... (4 pages)View decision -
Decision Reference DRN-5606976
19 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5606976 The complaint Mr P is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to an investment scam. The complaint is brought on his behalf by a professional representative. What happened The circumstances of the complaint are known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5631288
19 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5631288 The complaint Miss F has complained that she is unhappy with the quality of a car she acquired in May 2021, using a hire purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”). Miss F also feels that the car was not suita... (5 pages)View decision -
Decision Reference DRN-5575061
18 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5575061 THE COMPLAINT Ms O holds/held an account with Lloyds Bank PLC (“Lloyds”). Ms O’s complaint is about Lloyds’s refusal to reimburse her money she says she lost due to a scam. Ms O is represented by Refundee Limited in this matter. However, where appropriate, I will refer to ... (7 pages)View decision -
Decision Reference DRN-5520031
18 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5520031 The complaint Mr W complains that Oodle Financial Services Limited trading as Oodle Car Finance lent to him irresponsibly. What happened In August 2019 Mr W was supplied with a car and entered into a hire purchase agreement with Oodle. The cash price of the car was £20,440. ... (3 pages)View decision -
Decision Reference DRN-5558365
18 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5558365 The complaint Mr H complains about the quality of the car he was supplied under a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) What happened Mr H has been represented when bringing his case to our service by his wife, but for simplicity, I will alwa... (4 pages)View decision
