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-5362713
21 Mar 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5362713 The complaint Mrs G complains through a representative Stellantis Financial Services UK Limited (“Stellantis”) gave her finance without taking reasonable steps to see whether she could afford it. What happened In April 2022, Stellantis provided Mrs G with a conditional sale... (4 pages)View decision -
Decision Reference DRN-5081464
12 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5081464 The complaint Mr B complains that Oodle Financial Services Limited trading as Oodle Car Finance failed to carry out adequate affordability checks before providing him with a hire purchase agreement. He says this has caused him financial hardship and he wants the payment he m... (3 pages)View decision -
Decision Reference DRN-1895705
11 Dec 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1895705 The complaint Mr K has complained that Lloyds Bank PLC won’t refund two payments, which he said he didn’t authorise. What happened Mr K is disputing two online transfers for £1,350 and £1,650, which were made to an account with another bank. He said he’d made a cash deposit int... (3 pages)View decision -
Decision Reference DRN-5601604
4 Jun 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5601604 The complaint Mr B complains about the quality of a car Bank of Scotland plc trading as Halifax supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I... (5 pages)View decision -
Decision Reference DRN4815959
11 Mar 2019 N.I.I.B. Group Limited UpheldBanking and creditMr B complains that a used car he got with a hire purchase agreement from N.I.I.B. Group Limited (trading as Northridge Finance) is of unsatisfactory quality. background The background to this complaint and my provisional findings are set out in my provisional decisio... (10 pages)View decision -
Decision Reference DRN-4861753
6 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4861753 Complaint Mr W is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse him after he fell victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. But in summary, Mr W fell victim to ... (2 pages)View decision -
Decision Reference DRN-4455072
27 Nov 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4455072 The complaint Mr T complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, 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 k... (5 pages)View decision -
Decision Reference DRN0882549
4 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs B complain that HSBC UK Bank Plc reneged on its offer to let them part settle a loan.backgroundIn 2008 Mr and Mrs B took out a mortgage with HSBC, secured on their home. They fell into serious financial difficulties, and third parties obtained interim charging orders on their ho... (3 pages)View decision -
Decision Reference DRN-4427645
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4427645 The complaint Mr S complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. What happened Mr S has explained that he saw an online advertisement on a well-known website, for an investment platform which took his interest. He completed an enq... (10 pages)View decision -
Decision Reference DRN-4036982
12 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4036982 The complaint Mr C and Ms S complain that Santander UK plc did not do enough to protect them from the financial harm caused by an investment scam company, or to help them recover the money once they’d reported the scam. What happened The detailed background to this complaint is... (4 pages)View decision
