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-4964681
25 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4964681 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Bank of Scotland plc trading as Halifax (“Halifax”). What happened In January 2022, Miss S acquired a used car using a hire purchase agreement with Halifax. The car was... (5 pages)View decision -
Decision Reference DRN-5608440
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5608440 The complaint Ms R complains that Barclays Bank UK PLC won’t refund money she lost when she was a victim of an investment scam. Ms R is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both parties and so I’ll only r... (6 pages)View decision -
Decision Reference DRN6548353
18 Mar 2020 HSBC UK Bank Plc Not upheldBanking and creditMr P complained about 76 debit transactions, totalling around £1,500, which took place on his HSBC UK Bank Plc debit card between November 2017 and March 2018. Mr P said he didn’t authorise them. He wants HSBC to refund them and pay him £115,000 compensation.backgroundIn May 2018, Mr P ran... (5 pages)View decision -
Decision Reference DRN-3356586
9 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3356586 The complaint Mr B complains about the way Lloyds Bank PLC dealt with his attempts to recover money he’d paid for a holiday booking that he was unable to take due to the Covid-19 pandemic. What happened Mr B booked a cottage with a third party, F. He paid an initial deposit, fo... (4 pages)View decision -
Decision Reference DRN-3833948
9 Feb 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3833948 The complaint Miss H has complained that Tesco Personal Finance plc (“Tesco Bank”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to her purchase of some solar panels. Miss H is represented by a claims management company (... (3 pages)View decision -
Decision Reference DRN-4855949
9 Jul 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4855949 The complaint Mr G, who is represented by a third party, complains that Oodle Financial Services Limited (“Oodle”), trading as Oodle Car Finance, irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2021, Mr G acquired a used ca... (3 pages)View decision -
Decision Reference DRN-4415969
3 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4415969 The complaint Mrs P complains that Bank of Scotland plc, trading as Halifax, declined her claim under section 75 of the Consumer Credit Act 1974 in relation to a timeshare disposal service. What happened In May 2016 Mrs P and her husband entered into a contract with a third par... (2 pages)View decision -
Decision Reference DRN-2997104
20 Aug 2021 Northern Bank Limited Not upheldBanking and PaymentsDRN-2997104 The complaint Mrs S complains on behalf of her late husband’s estate that Northern Bank Limited (trading as Danske Bank) won’t refund credit card transactions which the late Mr S said he didn’t make or otherwise authorise. What happened Back in 2019, Mr S held a credit card wit... (8 pages)View decision -
Decision Reference DRN-3916491
20 Jan 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3916491 The complaint Ms J complains about the way Ikano Bank AB (publ) has dealt with their claim and complaint regarding goods and services they purchased under a fixed sum loan agreement. Ms J is represented in this complaint, but for ease I’ll refer to just Ms J throughout. What ha... (3 pages)View decision -
Decision Reference DRN0154484
28 Feb 2017 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs B say Bank of Scotland plc (trading as Halifax) mis-sold them payment protection insurance (PPI). They also say BoS mis-handled their complaint.backgroundMr and Mrs B applied for a mortgage with BoS in October 1996. In January 1997 BoS then sold them a PPI... (4 pages)View decision
