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 375432 results
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Decision Reference DRN-4815658
11 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4815658 The complaint Mr H and Mrs H have complained, via a representative, that HSBC UK Bank Plc (“HSBC”) won’t refund the money they lost to an investment scam. Mr H seems to have been the person that interacted with the scammer, so I will mainly refer to him, even though the loss... (2 pages)View decision -
Decision Reference DRN-5324064
11 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5324064 The complaint Mr J complains Bank of Scotland plc trading as Halifax unfairly blocked his account. What happened Mr J held a Halifax current account and on 12 November 2024 Halifax applied blocks to this account, preventing Mr J from utilising it for all transactions. Mr J... (3 pages)View decision -
Decision Reference DRN-5346208
11 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5346208 The complaint Mr D complains that Oodle Finance Services Limited lent to him irresponsibly and without carrying out proper affordability checks. What happened In February 2023 Oodle approved a hire purchase agreement for Mr D to enable him to buy a car. It lent him £13,477, ... (3 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 DRN-5208282
11 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5208282 The complaint Mrs S complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) is holding her liable for a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both ... (2 pages)View decision -
Decision Reference DRN-5331670
11 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5331670 The complaint Mr and Mrs H are unhappy that Aviva Insurance Limited (Aviva) declined their travel insurance claim. What happened Mr and Mrs H have a travel insurance policy alongside their bank account. Aviva is the underwriter of the policy. Mr and Mrs H had a holiday booked... (3 pages)View decision -
Decision Reference DRN-5387583
11 Mar 2025 National House-Building Council UpheldInsuranceDRN-5387583 The complaint Mr and Mrs K have complained about their building warranty provider National House-Building Council (NHBC). They’re unhappy their claim on the warranty was declined and they believe the policy may have been mis-sold to them. What happened Mr and Mrs K had a pl... (2 pages)View decision -
Decision Reference DRN-5336408
11 Mar 2025 The Caravan Club Ltd UpheldInsuranceDRN-5336408 The complaint Mr D has complained that an agent of The Caravan Club Ltd caused damage to his motorhome when he asked for assistance while travelling abroad and the Caravan Club misled him into believing repairs carried out in the UK would be met under his motorhome insurance... (3 pages)View decision -
Decision Reference DRN-5311545
11 Mar 2025 Tandem Home Loans Ltd Not upheldMortgagesDRN-5311545 The complaint Miss A’s complaint relates to a second charge mortgage with Tandem Home Loans Ltd. She is unhappy with the amount of time Tandem took to register its charge against the property title with the Land Registry and she believes that when it was, it was not done pro... (3 pages)View decision -
Decision Reference DRN-5269906
11 Mar 2025 Experian Limited Not upheldConsumer CreditDRN-5269906 The complaint Miss A complains Experian Limited, in their capacity as a credit broker, offered her a guaranteed pre-approved loan at a rate of 6.7%. But when taking out the loan, was offered a rate of 20.7%. What happened Miss A has said she was working on her credit score a... (2 pages)View decision
