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 375266 results
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Decision Reference DRN-5553098
22 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5553098 The complaint Mr N complains that Bamboo Limited trading as Bamboo Loans irresponsibly lent to him. Mr N says he was struggling with gambling at the time Bamboo lent, and had it carried out sufficient checks, it would have seen that he couldn’t repay what it agreed to lend h... (3 pages)View decision -
Decision Reference DRN-5332597
22 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5332597 The complaint Miss W complains about the quality of a car supplied to her by Stellantis Financial Services UK Limited (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role res... (4 pages)View decision -
Decision Reference DRN-5280500
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280500 The complaint Mr H complains Monzo Bank Ltd won’t refund payments he made when he fell victim to a blackmail scam. What happened Mr H had been speaking to someone online, and they went on to threaten him that they would share private information if he didn’t pay them. On 20 ... (2 pages)View decision -
Decision Reference DRN-5648549
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5648549 The complaint Mr C complains that Bank of Scotland plc trading as Halifax continued to block a payment on his card after he had called to get the block removed. What happened In January 2025 Mr C attempted to purchase flights through an airline’s website. His card was declin... (2 pages)View decision -
Decision Reference DRN-5707130
22 Jul 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5707130 Complaint Miss W complains that CarCashPoint Limited (“CCP”) unfairly provided a logbook loan to her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In April 2023, CCP provided Miss W with a logb... (4 pages)View decision -
Decision Reference DRN-5704743
22 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5704743 The complaint Mr C complains that HSBC UK Bank plc (‘HSBC’) defaulted his credit card and personal loan accounts after entering a payment plan with them. Mr C wants the defaults removed from his credit file. What happened Mr C is assisted by Miss C in this matter. For ease... (3 pages)View decision -
Decision Reference DRN-5706991
22 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5706991 The complaint Mr J complains American Express Services Europe Limited (AESEL) should have done more to recover money he paid for a cancelled subscription service. What happened I issued my provisional decision on 7 July 2025. An extract from that decision can be found below... (3 pages)View decision -
Decision Reference DRN-5619928
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5619928 The complaint Ms B complains Bank of Scotland plc, trading as Halifax, failed to update her address for her statements. She says this caused a lot of difficulties. Note: Whilst this is Ms B’s complaint, I will refer to her mother and attorney, Ms R as she has been dealing wi... (2 pages)View decision -
Decision Reference DRN-5643671
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5643671 The complaint Miss N complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to her opening a revolving credit facility (credit card account). And applying a subsequent credit limit increase as they should have seen the lending wasn’t affordable for her. In ... (4 pages)View decision -
Decision Reference DRN-5704782
22 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5704782 The complaint Mr and Mrs C’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision
