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 366874 results
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Decision Reference DRN-5284098
1 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5284098 The complaint Mr U complains Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both p... (4 pages)View decision -
Decision Reference DRN-5491313
1 May 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5491313 The complaint Mr M complains that the car supplied by Toyota Financial Services (UK) PLC trading as Redline Finance (“TFS”) wasn’t of satisfactory quality. He says the car isn’t driveable, and the estimated cost of repairs is £5,000. Mr M says he wants to reject the car and ... (5 pages)View decision -
Decision Reference DRN-5325283
1 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5325283 The complaint Miss W complains that Lloyds Bank plc irresponsibly lent her two personal loans. What happened In September 2017 Miss W took out a loan of £10,000 with Lloyds. It was payable over a term of five years, at an annual interest rate of 6.22%. The monthly loan payme... (4 pages)View decision -
Decision Reference DRN-5515237
1 May 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5515237 The complaint S Limited (‘S’), represented by Mrs M, complained about the service provided by Tide Platform Limited (‘Tide’) when there were difficulties accessing its account. What happened S holds an account with Tide, an online banking platform. On behalf of S, Mrs M (who... (2 pages)View decision -
Decision Reference DRN-5522221
1 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5522221 The complaint Mr and Mrs K complain that HSBC UK Bank PLC (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out... (4 pages)View decision -
Decision Reference DRN-5352885
1 May 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5352885 The complaint Mrs M complains about end of contract charges when her agreement with LeasePlan UK Limited ended. What happened In March 2021 Mrs M was supplied with a car and entered into a hire agreement with LeasePlan. The agreement was for a term of 36 months with an annua... (3 pages)View decision -
Decision Reference DRN-5525685
1 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5525685 The complaint Mr K complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by lending to him irresponsibly to pay for what he alleged was a scam timeshare contract, which he says was mis-sold to him. Background to the compla... (21 pages)View decision -
Decision Reference DRN-5525678
1 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5525678 The complaint Mr E complains that U K Insurance Limited (“UKI”) unfairly increased his home buildings insurance premium at renewal without providing an explanation. What happened Mr E says his premium increased by around 40% at renewal in October 2024. He says that despite a... (2 pages)View decision -
Decision Reference DRN-5314823
1 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5314823 The complaint Ms S complains that Metro Bank PLC (‘Metro’) won’t reimburse a payment she made from her bank account. What happened Ms S says that her son found a modelling agency online – I’ll refer to the agency as ‘M’. Ms S and her son met with M and discussed the options ... (3 pages)View decision -
Decision Reference DRN-5508796
1 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5508796 The complaint A company, which I will refer to as C, complains that Lloyds Bank Plc treated it unfairly following the 2022 reinstatement of its bank account. What happened I understand that both parties agree: In November 2021, C had a Bounce Back Loan (BBL) and a bank a... (9 pages)View decision
