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-5259262
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259262 The complaint Miss N complains that NewDay Ltd have irresponsibly lent to her. What happened Miss N was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2010 with a credit limit of £350. I have detailed the credit limit changes below... (6 pages)View decision -
Decision Reference DRN-5133848
14 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5133848 The complaint Mr P complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr P is being represented by a claims management company in this complaint. What happened Having previously invested in a company – Buy2Let... (7 pages)View decision -
Decision Reference DRN-5183876
14 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5183876 The complaint Mr P complains that NewDay Ltd irresponsibly lent to him. Mr P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happen... (5 pages)View decision -
Decision Reference DRN-5187816
14 Jan 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5187816 The complaint Mrs E complains about a car acquired through a Hire Purchase agreement with RCI Financial Services Limited (‘RCI’). Mrs E complains that a fault arose with the car 25 days after picking it up and the repairs were delayed. She incurred costs as a result of the c... (10 pages)View decision -
Decision Reference DRN-5259958
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259958 The complaint Miss C complains that NewDay Ltd trading lent irresponsibly when it approved her credit card applications and went on to increase the credit limits. What happened Miss C successfully applied for an Aqua credit card with NewDay in December 2018. Miss C provided... (4 pages)View decision -
Decision Reference DRN-5195542
14 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5195542 The complaint Miss L has complained that National Westminster Bank Plc (NatWest) won’t refund a transaction she says she didn’t make or otherwise authorise. What happened In summer 2024, Miss L’s card and PIN were used for a point-of-sale payment of around £600 at a large re... (3 pages)View decision -
Decision Reference DRN-4781850
14 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4781850 The complaint Mrs M complains about the way Bank of Scotland plc trading as Halifax dealt with a claim she sought to bring against it under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In November 2022 Mrs M contracted with a merchant (who I’ll ca... (3 pages)View decision -
Decision Reference DRN-5140624
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5140624 The complaint Mr D complains that Nationwide Building Society unfairly registered a marker about him at Cifas, the national fraud database. He is also unhappy that Nationwide closed his account. What happened Mr D had a basic account with Nationwide which he’d opened in 201... (5 pages)View decision -
Decision Reference DRN-5224312
14 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5224312 The complaint This complaint is about the administration of Mr and Mrs S’s mortgage account held with Nationwide Building Society. After Mr S switched his current account to another bank, the direct debit (DD) for the mortgage wasn’t collected. As a result, Nationwide took t... (4 pages)View decision -
Decision Reference DRN-5209692
14 Jan 2025 London Mutual Credit Union Limited Not upheldConsumer CreditDRN-5209692 The complaint Ms D complains that there are discrepancies with her transactions with London Mutual Credit Union Limited (“LMCU”). She says she held an account into which she paid money and could take out loans, but when she closed the account the money transferred into her b... (2 pages)View decision
