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 381196 results
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Decision Reference DRN-5210884
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5210884 The complaint Mr C is unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) increased the interest rate on his credit card account and won’t review this. Mr C wants his interest rate to be reviewed – and ideally reinstated - and for Halifax to pay him compensatio... (5 pages)View decision -
Decision Reference DRN-4893787
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4893787 The complaint Mrs M complains that Bank of Scotland Plc (trading as Halifax) hasn’t refunded her for the money she lost when she fell victim to a scam. What happened Mrs M had experienced a bereavement. She felt she would be comforted by a tarot card reading and so looked o... (3 pages)View decision -
Decision Reference DRN-5155839
22 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5155839 The complaint Mr J complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) unfairly terminated his car finance agreement. What happened In March 2022, Mr J entered into a 60 month hire purchase agreement with Oodle to purchase a used ca... (5 pages)View decision -
Decision Reference DRN-5243915
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5243915 The complaint Mr W, on behalf of an organisation I’ll call H, complains that Lloyds Bank PLC decided to move H’s account from a free account to a fee-paying account. What happened H ran its Lloyds account for a number of years, operating a low balance and making a limited n... (2 pages)View decision -
Decision Reference DRN-4964496
22 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4964496 The complaint Mr L is unhappy that Revolut Ltd won’t refund money he lost as a result of an investment scam. What happened Mr L was the victim of an investment scam. In summary, he met someone through online dating, who encouraged him to invest in a pre-sale cryptocurrency c... (4 pages)View decision -
Decision Reference DRN-4881830
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4881830 The complaint Mr Y complains that Bank of Scotland plc trading as Halifax (Halifax) declined his chargeback request for the refund of a car deposit. He would like the deposit refunded. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5249567
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5249567 The complaint Mr R complains Bank of Scotland plc trading as Halifax took 13 weeks to send him a replacement debit card. He also complains about the customer service he received during this period. What happened Mr R explained he lost his Halifax debit card in April 2024 so ... (4 pages)View decision -
Decision Reference DRN-5278233
22 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5278233 The complaint Mr Z complains that Ageas Insurance Limited have declined his claim for damage to his car following a fire. What happened In August 2024 Mr Z made a claim after his car caught fire while he was driving. Mr Z’s car was taken to a recovery yard by his recovery ... (3 pages)View decision -
Decision Reference DRN-5236383
22 Jan 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5236383 The complaint Mrs W complains Leeds Building Society re-invested an ISA of hers that was about to mature without her authority. What happened Mrs W had two ISAs with Leeds Building Society that were due to mature in 2024 – one with a balance of around £9,000 and another with... (2 pages)View decision -
Decision Reference DRN-5235704
22 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5235704 The complaint Mr V complains that Vanquis Bank Limited irresponsibly lent to him. Mr V is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr V himself. What happe... (2 pages)View decision
