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 3981 results
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Decision Reference DRN-5197376
31 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5197376 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a recovery scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both... (5 pages)View decision -
Decision Reference DRN-5350398
24 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5350398 The complaint Mr B complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. Mr B says that as a result of being given the hire purchase agreement he has experie... (4 pages)View decision -
Decision Reference DRN-5644469
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5644469 The complaint Mr F complains that HSBC UK Bank Plc (‘HSBC’) reversed payments from his account and unfairly registered a default on his credit file. What happened Mr F held a graduate account with HSBC with an arranged overdraft facility. In June 2024, Mr F received four pa... (4 pages)View decision -
Decision Reference DRN-4944482
2 Aug 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4944482 The complaint Mr T complains that Specialist Motor Finance Limited (SMF) didn’t sufficiently check whether he could sustain the repayments when they agreed to lend to him. What happened In September 2019 Mr T acquired a car when he entered into a hire purchase agreement with... (5 pages)View decision -
Decision Reference DRN-5002268
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5002268 The complaint Mr C has complained that Revolut Ltd hasn’t refunded the funds he says he lost to an investment scam What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (8 pages)View decision -
Decision Reference DRN-4440948
8 Nov 2023 National Westminster Bank Plc Not upheldBanking and PaymentsThe complaint Ms F complains that National Westminster Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known... (5 pages)View decision -
Decision Reference DRN-5152261
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5152261 The complaint Miss E complains that Revolut Limited won’t refund money she lost when she was the victim of a scam. Miss E is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (12 pages)View decision -
Decision Reference DRN-4596811
8 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4596811 The complaint Mr P is unhappy about HSBC UK Bank Plc’s (“HSBC”) decision not to refund the money he paid for solar panels. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary Mr P inst... (3 pages)View decision -
Decision Reference DRN-4696139
31 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4696139 The complaint Mrs B complains Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement because it failed to carry out reasonable and proportionate checks to ensure the agreement was affordable. What happened Mrs B entered into the hire pur... (4 pages)View decision -
Decision Reference DRN-3271273
27 Jan 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3271273 The complaint Mr D complains that Tesco Personal Finance Plc treated him unfairly when it declined his claim under Section 75 of the Consumer Credit Act 1974 with regard to an ‘investment’ he made. What happened Mr D purchased what he thought was a marketing and investment soft... (7 pages)View decision
