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-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 pages)View decision -
Decision Reference DRN-4915405
14 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4915405 The complaint Mr M complains that Revolut Ltd didn’t protect him when he fell victim to a Safe account scam. What happened Mr M received a call from someone purporting to be his bank. They explained there’d been unusual activity on his account and asked him to confirm if a p... (4 pages)View decision -
Decision Reference DRN-4915411
14 Jan 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-4915411 The complaint Mr M complains that National Westminster Bank Plc trading as Ulster Bank didn’t protect him when he fell victim to a Safe account scam. What happened Mr M received a call from someone purporting to be Ulster bank. They explained there’d been unusual activity on... (4 pages)View decision -
Decision Reference DRN-5255601
14 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5255601 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy with the service it received from Bank of Scotland plc (“BOS”), including that its Bounce Back Loan (“BBL”) was defaulted. G’s complaint is brought to this service by its director, whom I’ll refer to as ... (3 pages)View decision -
Decision Reference DRN-5259029
14 Jan 2025 Topaz Finance Limited UpheldMortgagesDRN-5259029 The complaint Mr C complains that Topaz Finance Limited trading as Hyalite Mortgages did not treat him fairly when he experienced financial difficulty. What happened In 2007 Mr C took out an interest only mortgage with GMAC-RFC. The mortgage was later transferred to Mortgag... (5 pages)View decision -
Decision Reference DRN-5183583
14 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5183583 The complaint Mr W is unhappy that Nationwide Building Society didn’t notify him that regular payments that he’d scheduled to his ISA were being rejected and returned, and why that was the case. What happened Mr W had a standing order in place to pay £200 per month to his He... (3 pages)View decision -
Decision Reference DRN-5209933
14 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5209933 The complaint Mrs J complains that Vanquis Bank Limited refused to freeze interest or put her on a payment plan when she was experiencing financial difficulties. She’s also unhappy that a default has been registered on her credit file. What happened Mrs J holds a credit card... (3 pages)View decision -
Decision Reference DRN-4604438
14 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4604438 The complaint Mr and Mrs M complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ... (13 pages)View decision -
Decision Reference DRN-4811282
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4811282 The complaint Mrs C has complained that Nationwide Building Society hasn’t done enough to help her get a refund for a holiday. What happened Mrs C used her Nationwide credit card to pay for a ten-day all-inclusive holiday abroad, with a merchant, who I will call ‘M’. Two day... (3 pages)View decision -
Decision Reference DRN-5244228
14 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5244228 The complaint Mr S’s complaint relates to problems he had with a car supplied to him by CA Auto Finance UK Ltd under a hire purchase agreement. What happened Mr S entered into a hire purchase agreement with CA Auto Finance in December 2023 to purchase a car. The cash price ... (5 pages)View decision
