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 1466 results
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Decision Reference DRN-4923575
3 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4923575 The complaint Mrs N complains that Lloyds Bank PLC trading as Lloyds Bank has incorrectly calculated the outstanding balance on her credit card account. And she further complains that the bank has failed to treat her fairly when she faced financial difficulties and was unabl... (3 pages)View decision -
Decision Reference DRN-3104669
13 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3104669 Complaint Mr A has complained about the overdraft fees and interest Bank of Scotland plc (trading as “Halifax”) applied to his current account. He’s said the fees caused him financial hardship and also that he’s paid far in excess of what he borrowed in interest, fees and charg... (3 pages)View decision -
Decision Reference DRN8755865
13 Mar 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMs G complains that a hire purchase agreement with Volkswagen Financial Services (UK) Limited wasn’t affordable for her. She’s being helped with her complaint by a representative. backgroundA new car was supplied to Ms G under a hire purchase agreement with VW Finan... (3 pages)View decision -
Decision Reference DRN-5815204
27 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5815204 The complaint Miss H says Frasers Group Financial Services Limited, trading as Studio, irresponsibly provided her with credit, which resulted in the relationship between the parties being unfair. Miss H is supported in bringing this matter by a representative. But, for ease... (3 pages)View decision -
Decision Reference DRN6741810
18 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs K complain that Barclays Bank Plc (Barclays) mis-sold them a mortgage in 2006. Mr and Mrs K say they were misled, betrayed and tricked by Barclays and they would like to be compensated for the losses they have incurred as a result of the poor advice Barclays gave.backgroundI... (3 pages)View decision -
Decision Reference DRN-4971870
19 Aug 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4971870 Complaint Mr W has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background Mr W has also complained about a loan w... (3 pages)View decision -
Decision Reference DRN-4731881
7 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4731881 The complaint Mr M complains that Bank of Scotland plc trading as Halifax allowed a payment to leave his account which has ultimately resulted in him entering an unauthorised overdraft. What happened Mr M says he has been put into financial difficulty because child maintenance ... (2 pages)View decision -
Decision Reference DRN-1650437
9 Apr 2020 Bank of Scotland Plc Not upheldInsuranceDRN-1650437 The complaintMiss F says Bank of Scotland plc (trading as Halifax) mis-sold her a payment protection insurance (PPI) policy. What happenedIn 1999 Miss F took out a mortgage with Halifax. Around the same time, she took out a PPI policy to protect her monthly mortgage payments if... (3 pages)View decision -
Decision Reference DRN-3045127
22 Mar 2022 Oodle Financial Services Limited Not upheldConsumer CreditDRN-3045127 The complaint Mr A has complained about the way Oodle Financial Services Limited (Oodle) dealt with the settlement of his finance agreement after the car he acquired under this agreement was maliciously damaged. He is also unhappy about the support he received from Oodle when h... (5 pages)View decision -
Decision Reference DRN5208710
12 Aug 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs M is unhappy how The Royal Bank of Scotland plc (RBS) has dealt with the loans that are secured on her properties. backgroundMrs M had a number of secured loans with RBS. These were taken out before her husband sadly passed away in 2009. These were business loans ... (3 pages)View decision