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 361839 results
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Decision Reference DRN-5179680
29 Nov 2024 Motability Operations Limited UpheldConsumer CreditDRN-5179680 The complaint Mrs J complains about the quality of goods supplied to her on finance by Motability Operations Limited (‘MO’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role reso... (5 pages)View decision -
Decision Reference DRN-5164737
29 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5164737 The complaint Mr N complains that National Westminster Bank Plc gave him poor customer service following his raising an issue of a possible fraudulent payment from his account. What happened In September 2024, Mr N contacted NatWest because he had an issue with a payment fro... (4 pages)View decision -
Decision Reference DRN-5178752
29 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5178752 The complaint Mrs D is unhappy that Nationwide Building Society won’t refund transactions on her credit card which she says she didn’t make or authorise. Mrs D is also unhappy that she experienced issues with Nationwide’s online banking and missed the date her credit card w... (8 pages)View decision -
Decision Reference DRN-4988444
29 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4988444 The complaint Mr and Mrs M complain that Nationwide Building Society froze their bank accounts without notice or lawful reason. They’d like to be compensated for this. What happened Mr and Mrs M hold a number of accounts with Nationwide. But in July 2023 they found that the... (3 pages)View decision -
Decision Reference DRN-4595889
29 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4595889 The complaint Mrs G is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn No 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Mrs G has said and what Moneybarn have said, it should also be taken to include things... (3 pages)View decision -
Decision Reference DRN-4406140
29 Nov 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4406140 The complaint Mrs D has complained about the way Ikano Bank AB (publ) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA... (4 pages)View decision -
Decision Reference DRN-4716788
29 Nov 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4716788 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) are reporting adverse information on his credit file that he doesn’t recognise. What happened Mr O contacted TransUnion in December 2023, to raise a complaint about Insolvency and County Cour... (3 pages)View decision -
Decision Reference DRN-5179871
29 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5179871 The complaint Mr R is unhappy that Domestic & General Insurance Plc (D&G) declined a claim for his tablet under his gadget insurance policy. What happened Mr R took out cover for his tablet in case of mechanical and electrical breakdown, accidental damage, and labou... (2 pages)View decision -
Decision Reference DRN-5083438
29 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5083438 The complaint Mr A complains NewDay Ltd (“NewDay”) blocked his credit card and took too long to complete its review and reinstate his access. Mr A says NewDay’s actions have caused him significant distress, inconvenience, financial loss and the lost opportunity of not being ... (2 pages)View decision -
Decision Reference DRN-5122834
29 Nov 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5122834 The complaint Mr M complains Kroo Bank Ltd (“Kroo”) restricted and closed his account despite providing the information it wanted as proof of entitlement to it. Mr M also complains Kroo applied an adverse fraud marker against him. Mr M says Kroo’s actions have caused him sig... (4 pages)View decision
