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 170994 results
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Decision Reference DRN-5886315
17 Oct 2025 Bank of Scotland Plc UpheldMortgagesDRN-5886315 The complaint Mrs H complains that Bank of Scotland plc, trading as Halifax, has refused to make changes to the mortgage she holds jointly with her sister and its service has been poor. What happened Mrs H and her sister bought the property Mrs H lives in in the 1990s. In 20... (3 pages)View decision -
Decision Reference DRN-5748036
17 Oct 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5748036 The complaint Ms M complains Everyday Lending Limited (ELL) lent to her irresponsibly. What happened Ms M complains about the loan below: Date Capital APR Term Monthly repayment Total repayable August 2022 £2,500188.8%24 months £257.82 £6,187.68 The details of this compla... (2 pages)View decision -
Decision Reference DRN-5583268
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5583268 The complaint NewDay Ltd trading as Aqua increased his credit limit from £2,100 to £3,600. Mr B says the increased credit limit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-5889073
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5889073 The complaint T, a limited company, complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In November 2021, T was told about an opportunity to invest in a lighting technology company (P). T’s dir... (3 pages)View decision -
Decision Reference DRN-5619018
17 Oct 2025 Next Retail Limited Not upheldConsumer CreditDRN-5619018 The complaint Next Retail Limited provided Miss B with a catalogue account in June 2022. It had a credit limit of £300. Miss B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-5252251
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5252251 The complaint Mr and Mrs E complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In 2017, Mr and Mrs E found out about an opportunity to invest in a company whic... (6 pages)View decision -
Decision Reference DRN-5274838
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5274838 The complaint A limited company, which I’ll refer to as D, says that it has had several instances of reversed card transactions in the past year. D complains that Lloyds Bank PLC trading as Cardnet has unfairly failed to assist it in retrieving funds on these occasions. What... (2 pages)View decision -
Decision Reference DRN-5882920
17 Oct 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5882920 Complaint Mr C complains that MI Vehicle Finance Limited (“MI VF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so his application shouldn’t have been accepted. Background In ... (9 pages)View decision -
Decision Reference DRN-5805531
16 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5805531 The complaint Miss B complains about Volkswagen Financial Services (UK) Limited’s response to her financial difficulties in relation to a hire purchase agreement under which a car was supplied to her. What happened A new car was supplied to Miss B under a hire purchase agree... (3 pages)View decision -
Decision Reference DRN-5871072
16 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5871072 The complaint Mrs B complains that a car that was supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs B under a hire purchase agreement with Mercedes-Ben... (3 pages)View decision
