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-4457191
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4457191 The complaint Mr D complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he says he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The back... (4 pages)View decision -
Decision Reference DRN0406824
15 May 2018 Nationwide Building Society Not upheldBanking and creditMr A complains that Nationwide Building Society will not reissue a cheque he lost after he closed his fixed rate bond account. backgroundMr A closed a fixed rate bond account with Nationwide in 2010. Nationwide issued a cheque for £50,202.74. Mr A said that he gave... (3 pages)View decision -
Decision Reference DRN-5031404
24 Sep 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-5031404 The complaint Miss D complains that First Response Finance Ltd (“First Response”) provided her with a hire purchase agreement that wasn’t affordable. Miss D has also said she was charged more interest than agreed. What happened In February 2021, First Response provided Miss... (4 pages)View decision -
Decision Reference DRN-3539160
8 Dec 2022 Bank of Scotland Plc Not upheldInvestmentsDRN-3539160 The complaint Mrs P has complained about the advice she was given to invest by Bank of Scotland plc, trading as Halifax (‘Halifax’). Mrs P is represented by a third party but for ease of reference I shall refer to ‘Mrs P’ in my decision. What happened Mrs P inherited some funds... (6 pages)View decision -
Decision Reference DRN-4652889
4 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4652889 The complaint Mr and Mrs G are unhappy about Bank of Scotland plc trading as Halifax’s (Halifax) decision not to refund the money they paid for building work. What happened The view of 6 February 2024 detailed the background to this complaint. So, I’ll only provide a brief ove... (3 pages)View decision -
Decision Reference DRN9749235
2 May 2018 Lloyds Bank PLC Not upheldBanking and creditMr W is unhappy that Lloyds Bank PLC (Lloyds) declined a debit card payment. Mr W is represented by his daughter in this complaint, Miss K, who also holds power of attorney over Mr W’s financial affairs. backgroundMr W is a long standing customer of Lloyds. In Septemb... (4 pages)View decision -
Decision Reference DRN3345827
26 Nov 2020 HSBC UK Bank Plc Not upheldBanking and creditMiss S complains that HSBC UK Bank Plc hasn’t reimbursed money she lost as a result of a scam. background On 28 July 2018 Miss S made a payment of £2,500 from her HSBC account to a third-party account (the ‘beneficiary account’), also held with HSBC. Miss S made the payment as a deposit pl... (3 pages)View decision -
Decision Reference DRN5003607
22 May 2021 Black Horse Limited UpheldBanking and creditMs D has complained Black Horse Limited granted her a hire purchase agreement without carrying out proper affordability checks. background In 2016 Ms D took out a hire purchase agreement with Black Horse for a holiday home. The home cost £100,000 including park services and fees. Ms D paid... (6 pages)View decision -
Decision Reference DRN-5860852
31 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5860852 The complaint Mr F, who is represented by a third party, complains that Stellantis Financial Services UK Limited, trading as Vauxhall Finance (‘Vauxhall Finance’), irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In July 2017... (2 pages)View decision -
Decision Reference DRN-3137349
4 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3137349 The complaint Mr A complains that Barclays Bank UK PLC failed to refund several transactions he didn’t recognise. What happened Mr A received a message from Barclays which prompted him to check his account. He saw three transactions to an online betting merchant I’ll refer to a... (4 pages)View decision
