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 364422 results
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Decision Reference DRN-5149521
12 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5149521 The complaint Mr and Mrs P complain about the service received from Barclays Bank UK PLC (“Barclays”) when they issued a cheque from their joint account for £25,000 signed by Mrs P and the cheque was stopped and returned unpaid. In particular, they are unhappy with Barclays ... (4 pages)View decision -
Decision Reference DRN-4806216
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4806216 The complaint Mr Z complains Nationwide Building Society unfairly blocked and then closed his accounts. What happened Mr Z held multiple accounts with Nationwide – in his sole name he held a credit card account, current account and savings account. In late 2023 Nationwide b... (3 pages)View decision -
Decision Reference DRN-5173159
12 Dec 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5173159 The complaint Mr D complains that Admiral Financial Services Limited (Admiral) lent irresponsibly when it approved two loan applications he made. What happened Mr D applied for a loan of £4,000 in July 2021. In his application, Mr D said he was employed with an income of £4... (3 pages)View decision -
Decision Reference DRN-5172764
12 Dec 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-5172764 The complaint Mr M complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited, trading as Nissan Financial Services (‘NSF’). What happened Mr M took receipt of a brand-new car in October 2022. He financed the deal thro... (2 pages)View decision -
Decision Reference DRN-5160593
12 Dec 2024 First Data Europe Limited Not upheldBanking and PaymentsDRN-5160593 The complaint A limited company, which I’ll refer to as L, complains that it was mis-sold a merchant services contract by First Data Europe Limited trading as Clover (“Clover”), because L wasn’t told of all the different charges that would apply. What happened L signed up fo... (2 pages)View decision -
Decision Reference DRN-5197682
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5197682 The complaint Mrs M complains HSBC UK Bank Plc trading as first direct (FD) declined her application for a current account unfairly and didn’t give her a sufficient explanation for why it had done so. What happened Mrs M applied for a new current account with FD in October 2... (2 pages)View decision -
Decision Reference DRN-5197228
12 Dec 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5197228 The complaint Miss B complains through a representative that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In November 2019, Oodle provided Miss B ... (3 pages)View decision -
Decision Reference DRN-5175761
12 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5175761 The complaint Mr P complains that Santander UK Plc (“Santander”) mislead its customers about who would qualify for its switcher incentive. In particular, Mr P says Santander didn’t make it clear the offer was not open to customers upgrading their account. What happened Mr P ... (3 pages)View decision -
Decision Reference DRN-5198543
12 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5198543 The complaint Mr M complains that Revolut Ltd (‘Revolut’) won’t refund the money he says was lost as the result of a scam. What happened In October 2023, Mr M received a call while he was at work. The caller said they worked for his bank (who I’ll refer to as bank X) and th... (5 pages)View decision -
Decision Reference DRN-5204491
12 Dec 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5204491 The complaint Mrs B complains about the quality of the car she acquired under a hire purchase agreement with Creation Consumer Finance Ltd (Creation.) What happened On 31 January 2022 Mrs B entered into a regulated hire purchase agreement with Creation for a used car. The ca... (4 pages)View decision
