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-4255616
18 Dec 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4255616 The complaint Ms C and Mr L complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost in a scam. What happened Ms C and Mr L have a joint account with HSBC and are represented in this case. As Mr L made the payments and has been involved in the dispute, I’ll main... (5 pages)View decision -
Decision Reference DRN-4437886
28 Nov 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4437886 The complaint Miss J is complaining that Marsh Finance Limited (MFL) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In May 2022, Miss J took out a hire purchase agreement with MFL to finance the purchase of a vehicle. She paid a deposit... (3 pages)View decision -
Decision Reference DRN-4840391
27 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4840391 The complaint Mr F complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by an investment 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 wel... (5 pages)View decision -
Decision Reference DRN-2922186
6 Aug 2021 Vehicle Credit Limited UpheldConsumer CreditDRN-2922186 The complaint Mr P has complained that Vehicle Credit Limited (“VCL” or “the lender”) was irresponsible to have agreed car finance for him in September 2016. Mr P also says he was misinformed about the agreement and that VCL didn’t treat him fairly when he fell into arrears. Wh... (5 pages)View decision -
Decision Reference DRN-5514632
21 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5514632 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase declined to refund money he thought he paid to a legitimate online casino which he says is a scam, as it doesn’t have a license to operate in the UK. Mr L is also unhappy with the service he received af... (4 pages)View decision -
Decision Reference DRN-4770462
11 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4770462 The complaint Mrs W has complained that Bank of Scotland plc, trading as Halifax, has declined her section 75 claim in respect of a holiday. What happened Mrs W booked a package holiday through a third party, which I will call ‘J’, and paid the deposit using her Halifax cred... (2 pages)View decision -
Decision Reference DRN2671069
28 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMr G made a CHAPS transfer of £300,000, to buy a car, on 25 June 2015 from his account with another bank, to an account held with Barclays bank Plc. The payment was due to be made to a genuine supplier but Mr G’s - or the car dealership’s - e-mail account was com... (3 pages)View decision -
Decision Reference DRN0395773
23 Nov 2015 The Royal Bank of Scotland Plc UpheldBanking and creditMr C complained that The Royal Bank of Scotland Plc dealt incorrectly with a cheque hewrote to a pension company. RBS paid it back into his own account on which it was drawn,instead of to the right payee and bank. The mistake took place just before the end of the ... (7 pages)View decision -
Decision Reference DRN-4709536
27 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4709536 The complaint Mrs S complains about HSBC UK Bank Plc’s response to her attempts to recover money she’d paid using her debit card for a holiday that didn’t go ahead due to the insolvency of her holiday provider. Background to this decision I recently issued a provisional decisio... (4 pages)View decision -
Decision Reference DRN-1825604
18 Jun 2020 MotoNovo Finance Limited UpheldConsumer CreditDRN-1825604 The complaintMr Y complains that a car he has been financing through an agreement with FirstRand Bank Limited, trading as MotoNovo Finance ("MotoNovo"), has not been of satisfactory quality. What happenedMr Y took receipt of a used car on 21 November 2018. He financed... (3 pages)View decision
