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 157985 results
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Decision Reference DRN-5028646
15 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5028646 The complaint Mr M complains about the car supplied by Volvo Car Financial Service UK Limited (VCFS). He says the car isn’t of satisfactory quality. What happened Mr M entered into a hire agreement with VCFS in March 2022. VCFS supplied Mr M a brand-new car. Mr M made an ad... (3 pages)View decision -
Decision Reference DRN-5262394
15 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5262394 The complaint P, a limited company complains that The Co-operative Payments Bank Plc (Co-operative) closed its accounts and didn’t return money paid into the account back to it, so it has lost out financially. P’s complaint has been brought to our service by its director, M... (7 pages)View decision -
Decision Reference DRN-5151042
15 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5151042 The complaint Mrs R complains HSBC UK Bank plc (HSBC) failed to carry out the correct transfer instructions for her ISA to a new provider. What happened Mrs R says she experienced several issues with HSBC dealing with a request from her new provider to transfer her Individua... (3 pages)View decision -
Decision Reference DRN-5116639
15 Jan 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5116639 The complaint The estate of Mr H complains about how The Co-operative Bank Plc trading as Platform (Platform) has administered the late Mr H’s interest only mortgage. Specifically, it complains that: Platform has failed to adjust the mortgage balance in accordance with a p... (6 pages)View decision -
Decision Reference DRN-5262199
15 Jan 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5262199 Complaint Miss M says Shop Direct Company Finance Limited (“Shop Direct”) irresponsibly provided her with catalogue shopping accounts, which it then unfairly increased the credit limit on a number of times. She says she shouldn’t have been provided with these facilities. Ba... (5 pages)View decision -
Decision Reference DRN-4795803
15 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4795803 The complaint Mr T complains that the settlement figure he was given by Close Brothers Limited trading as Close Brothers Motor Finance (Close Brothers) when he was looking to end a conditional sale agreement early was higher than it should’ve been. What happened Mr T took o... (2 pages)View decision -
Decision Reference DRN-5224430
15 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5224430 The complaint Mr and Mrs C have complained about how a breakdown claim was handled by the provider of a breakdown service that was provided through their Nationwide Building Society (“Nationwide”) FlexPlus account. What happened Mr and Mrs C’s daughter was involved in a car... (2 pages)View decision -
Decision Reference DRN-5018340
15 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5018340 The complaint Mr H has complained that Moneybarn No.1 Ltd loaded a fraud marker against him in respect of a finance agreement he’d taken out with it. What happened In June 2023 Mr H entered into a conditional sale agreement with Moneybarn to acquire a used car for around £6... (3 pages)View decision -
Decision Reference DRN-5246341
15 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5246341 Complaint Mrs M and Mr M have complained that Lloyds Bank PLC (“Lloyds”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background Lloyds increased Mrs M and Mr M’s overdraft limit to £2,500.00 in Septemb... (4 pages)View decision -
Decision Reference DRN-5234497
15 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5234497 Complaint Ms R has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card as well as the limit increase were irresponsibly provided. Background Zopa provided Ms R with a credit card with an initial limit of £400 in December 2021.... (3 pages)View decision
