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-5075817
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5075817 The complaint Mr H is unhappy Bank of Scotland plc (“BoS”) won’t refund payments he made as part of a scam. Mr H brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr H throughout this decision. What happened Mr H receiv... (3 pages)View decision -
Decision Reference DRN-5085218
17 Jun 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5085218 The complaint Mrs K is unhappy that a car supplied to her under a hire agreement with Lex Autolease Ltd (Lex) led to her having a default added to her credit file when she received no communication about the outstanding sum. When I refer to what Mrs K has said and what Lex ... (5 pages)View decision -
Decision Reference DRN-5609459
17 Jun 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5609459 The complaint Mr S complains Zopa Bank Limited unfairly defaulted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for my decision. F... (2 pages)View decision -
Decision Reference DRN-5620333
17 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5620333 The complaint Mrs C complains about the quality of a used car that was supplied through a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional deci... (6 pages)View decision -
Decision Reference DRN-5257014
17 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5257014 Complaint Mr S is unhappy that Nationwide Building Society did not reimburse him after he told it he'd fallen victim to an investment scam. Background In late 2023, Mr S was contacted on social media by a woman who said she was an investment broker with a company I’ll c... (3 pages)View decision -
Decision Reference DRN-5583099
17 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5583099 The complaint Ms S complains that TSB Bank plc (TSB) didn’t do enough to protect her when she fell victim to an investment scam. Ms S is seeking a refund of the money she lost and is represented in this complaint. As it’s Ms S’s complaint I’ll refer to her. What happened Th... (5 pages)View decision -
Decision Reference DRN-5630885
17 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5630885 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement (CSA), financed by Santander Consumer (UK) Plc. What happened In May 2023, Mr M acquired a used car. The cash price of the car was £32,199. An advance payment of £4,... (4 pages)View decision -
Decision Reference DRN-5619094
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5619094 The complaint Miss C complained that Barclays Bank UK PLC (‘Barclays’) should pay her more compensation than it has so far offered, after it upheld her complaint about being provided with varying information when she was unable to switch her account. What happened Miss C fi... (2 pages)View decision -
Decision Reference DRN-5359062
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359062 The complaint Mr M complains that Barclays Bank UK PLC failed to protect him from being scammed. Mr M also complains that Barclays won’t reimburse him for his losses. What happened Mr M’s explained that he was lured into investing using cryptocurrency by either his sister o... (2 pages)View decision -
Decision Reference DRN-5470667
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5470667 The complaint Mr G complained because HSBC UK Bank Plc refused to refund him for transactions which he said he didn’t authorise. What happened On 5 January 2025, Mr G rang HSBC and disputed four transactions which had debited his account. The total was £1,454.97 and they ha... (4 pages)View decision
