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-5149669
21 Dec 2024 Santander UK Plc Not upheldConsumer CreditDRN-5149669 The complaint Miss A complains that Santander UK Plc (Santander) won’t write of her loan. What happened In July 2022, Miss A borrowed £10,000 on a loan from Santander. Repayments were £250.88 per month and the total payable, including interest, was £15,052.88 Miss A fell int... (2 pages)View decision -
Decision Reference DRN-5227567
21 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5227567 The complaint Mrs G complains that NewDay Ltd trading as Aquacard (NDay) lent to her irresponsibly. What happened In February 2018, Mrs G applied for a new credit card from Aqua. This was agreed and her limit was then increased as shown: Limit increase number Date Limit Feb... (4 pages)View decision -
Decision Reference DRN-4917704
20 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4917704 The complaint Mr J complains that National Westminster Bank Plc (NatWest) didn’t do enough to protect his funds when he fell victim to a romance scam. What happened In 2022, Mr J connected with a woman (the scammer) on a social media platform who lived abroad. They began to ... (2 pages)View decision -
Decision Reference DRN-4773957
20 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4773957 The complaint Mr and Mrs D are unhappy that Bank of Scotland plc trading as Halifax decided not to refund them after they were the victim of a scam. Mr and Mrs D are bringing their complaint, using a professional representative, which I’ll refer to as P. What happened Mr a... (4 pages)View decision -
Decision Reference DRN-4918988
20 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4918988 The complaint Mr H complains Barclays Bank UK PLC (Barclays) unfairly loaded a Credit Industry Fraud Avoidance System (Cifas) marker on the National Fraud Database. He wants the marker removed and compensation. What happened In January 2024, Mr H contacted Barclays to report... (3 pages)View decision -
Decision Reference DRN-5181788
20 Dec 2024 First Response Finance Ltd UpheldConsumer CreditDRN-5181788 The complaint Mr W complains First Response Finance Ltd (First Response) irresponsibly entered into a hire purchase agreement with him because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr W took out ... (6 pages)View decision -
Decision Reference DRN-4421780
20 Dec 2024 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-4421780 The complaint Mr S complains that Tesco Personal Finance Limited, trading as Tesco Bank, rejected his claim under section 75 of the Consumer Credit Act 1974 in relation to the alleged mis-sale of a fractional timeshare. What happened In June 2013 Mr S purchased holiday club ... (2 pages)View decision -
Decision Reference DRN-5012489
20 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5012489 The complaint Mrs M complains about Santander UK Plc. She says that Santander should refund her for a plane ticket scam she fell victim to. What happened Mrs M and her husband wanted to purchase flights and did so though an online travel agent. However, when they turned up... (3 pages)View decision -
Decision Reference DRN-5178603
20 Dec 2024 Capital Professional Limited UpheldPensions and AnnuitiesDRN-5178603 The complaint Mr J complained about the service Capital Professional Limited trading as Ascot Lloyd (Ascot) provided to him relating to the transfer of his Personal Pension from one provider (Scheme A) to another (Scheme B) for the purchase of an annuity. He believes Ascot c... (8 pages)View decision -
Decision Reference DRN-5221710
20 Dec 2024 Astrenska Insurance Limited UpheldInsuranceDRN-5221710 The complaint Mr G complains about Astrenska Insurance Limited’s (“Astrenska”) decision to decline his claim under his home excess protection insurance policy. What happened Mr G says he took out a home insurance policy through a comparison site and was offered a free polic... (4 pages)View decision
