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 369227 results
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Decision Reference DRN-5601833
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5601833 The complaint Mr C complains that a ferry operator did not provide the service he had booked. Because he paid using his credit card, issued by Bank of Scotland plc, he says that he has a claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”). The ba... (3 pages)View decision -
Decision Reference DRN-5384481
12 Jun 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5384481 The complaint Mr I complains about the quality of a used car that was supplied through a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Lexus Financial Services (TFS). What happened In April 2024, Mr I acquired a used car through a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5033945
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5033945 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr M is being represented by solicitors in bringing this complaint. What happened The full details of this complaint are well known to both parties and have ... (3 pages)View decision -
Decision Reference DRN-5477233
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5477233 The complaint Ms P has complained that Barclays Bank UK PLC (“Barclays”) failed to send her a new debit card after her previous card had been cancelled. What happened Ms P’s debit card was cancelled on 18 April 2024, and a new debit card was ordered for Ms P on the same day.... (3 pages)View decision -
Decision Reference DRN-5136764
12 Jun 2025 Allied Irish Banks Plc Not upheldBanking and PaymentsDRN-5136764 The complaint Mr G is unhappy that Allied Irish Banks Plc (AIB) will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr G has brought his complaint through a representative, for ease of reading I will refer solely to Mr G in this decisio... (3 pages)View decision -
Decision Reference DRN-5451584
12 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5451584 The complaint Ms B is complaining about how her hire agreement with Mitsubishi HC Capital UK PLC (“Mitsubishi”) ended and the compensation she’s been paid. What happened Ms B entered into a hire agreement with Mitsubishi for a car in 2020. The agreement was for four years an... (3 pages)View decision -
Decision Reference DRN-5210382
12 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210382 The complaint Mr C complains that HSBC UK Bank Plc hasn’t refunded him money he lost to an individual he met online. What happened In late 2023, Mr C began speaking with an individual online after looking for companionship. They formed a romantic relationship and he arranged... (3 pages)View decision -
Decision Reference DRN-5587376
12 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5587376 The complaint Ms F complains about the way in which Barclays Bank UK PLC dealt with her claim for a refund of university course fees. Because she paid those fees with a credit card, she says the bank should refund them. The bank trades in this case under its Barclaycard bran... (3 pages)View decision -
Decision Reference DRN-5599257
12 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5599257 The complaint Miss F argues Bank of Scotland plc (trading as Halifax) treated her unfairly in relation to how it paid her redress following an irresponsible lending complaint. What happened In June 2018 Miss F was given an overdraft and following this, two subsequent limit i... (3 pages)View decision -
Decision Reference DRN-5583480
12 Jun 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5583480 The complaint Mr H complains that ONMO Limited didn’t set up a payment plan for him, resulting in interest and charges being incurred and impacting his credit file. What happened Mr H holds a credit card with ONMO. In October 2024 he contacted ONMO to agree a payment plan on... (2 pages)View decision
