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 367928 results
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Decision Reference DRN-5549278
9 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5549278 The complaint Mr R is unhappy Santander UK Plc (“Santander”) closed his accounts without any explanation. What happened Mr R applied for a current account and ISA on 1 May 2024. The accounts were opened but shortly after, Santander asked Mr R for some additional information,... (3 pages)View decision -
Decision Reference DRN-5324352
9 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5324352 The complaint Mr L has complained about the way Bank of Scotland plc trading as Halifax (Halifax) handled a claim he’d made in relation to a mirror he bought using his Halifax credit card. What happened Mr L bought an LED Mirror for around £102 from an online supplier I’ll ... (3 pages)View decision -
Decision Reference DRN-5604962
9 Jun 2025 First Central Underwriting Limited UpheldInsuranceDRN-5604962 The complaint Mr V has complained that First Central Underwriting Limited (First Central) unfairly said he’d made a misrepresentation when taking out his motor insurance policy and charged him an additional premium as a result. As Mr V didn't pay the additional premium ... (5 pages)View decision -
Decision Reference DRN-5608604
9 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5608604 The complaint Mr and Mrs B’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 ... (21 pages)View decision -
Decision Reference DRN-5498721
9 Jun 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5498721 Complaint Ms M complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with her. She’s effectively said that the payments to the agreement were unaffordable and so it shouldn’t have been provided to her. Background In May... (4 pages)View decision -
Decision Reference DRN-5499504
9 Jun 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5499504 Complaint Mr R has complained about a credit card Zopa Bank Limited (“Zopa”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In December 2022, Zopa provided Mr R with a credit card which h... (3 pages)View decision -
Decision Reference DRN-5500801
9 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5500801 Complaint Miss K has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Likely Loans provided Miss K with a loan for £1,000.00 in May 2022. This loa... (3 pages)View decision -
Decision Reference DRN-5609530
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5609530 The complaint Mr J complains that Revolut Ltd won’t reimburse him after he fell victim to a job scam. Mr J is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr J directly. What happened On 19 May ... (11 pages)View decision -
Decision Reference DRN-5558103
9 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5558103 Complaint Mr A has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says he shouldn’t have been lent to as the loan was unaffordable. Background Likely Loans provided Mr A with a loan for £1,000.00 in November 2021. This loan ... (3 pages)View decision -
Decision Reference DRN-5341375
9 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5341375 The complaint Mrs B complains HSBC UK Bank Plc, trading as first direct (‘First Direct’), hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says First Direct should reimburse her for the money she lost. In bringing he... (7 pages)View decision
