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 392389 results
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Decision Reference DRN-5782391
15 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5782391 The complaint Mr I complains that Santander UK Plc won’t refund money he says he lost as the result of a scam. What happened The background to this complaint is familiar to the parties, so I’ll simply summarise it here. Briefly, Mr I says he found an attractive investment op... (2 pages)View decision -
Decision Reference DRN-5799447
15 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5799447 The complaint Mr S complains about Clydesdale Financial Services Limited (‘CF’) defaulting his loan accounts. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (4 pages)View decision -
Decision Reference DRN-5703305
15 Oct 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5703305 The complaint Miss S says Hastings Financial Services Limited (‘Hastings’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a loan. What happened This complaint is about a loan Hastings provided to M... (4 pages)View decision -
Decision Reference DRN-5825888
15 Oct 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5825888 The complaint Mr A is unhappy Zempler Bank Limited trading as Cashplus won’t refund him, in full, the funds he lost, after he was the victim of a cryptocurrency recovery scam. What happened The facts of this complaint are well known to both parties so I will summarise the k... (3 pages)View decision -
Decision Reference DRN-5828674
15 Oct 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5828674 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In March 2022, Mrs W was supplied with a used c... (5 pages)View decision -
Decision Reference DRN-5616217
15 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5616217 The complaint Mrs W has complained that Lloyds Bank PLC won’t refund the money she says she lost in a scam. What happened In late 2024, Mrs W complained to Lloyds via representatives. She said that her various payments to her external cryptocurrency accounts made between lat... (3 pages)View decision -
Decision Reference DRN-5583163
15 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5583163 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t do enough to protect him when he made payments towards an investment opportunity that he now considers was a scam. What happened The background to this complaint is well known to bo... (5 pages)View decision -
Decision Reference DRN-5739980
15 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5739980 The complaint Miss C has complained that Bank of Scotland plc trading as Halifax won’t refund money, she says she lost to a scam. What happened Miss C has said that she was introduced to an ‘investment opportunity’ by someone she met via a social medial platform. Miss C say... (4 pages)View decision -
Decision Reference DRN-5883808
15 Oct 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5883808 The complaint Mr J complains that Admiral Financial Services Limited (“Admiral”) irresponsibly provided him with a personal loan. What happened Admiral provided Mr J with a personal loan in February 2023. The loan was for £8,000 with a total amount payable of £11,151.72, re... (5 pages)View decision -
Decision Reference DRN-5729090
15 Oct 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5729090 The complaint Miss L complains about the way Scottish Equitable Plc trading as Aegon (Aegon) has handled the transfer of her pension to another provider in order to purchase an annuity. She says its errors and lack of communication has left her without access to her funds fo... (8 pages)View decision