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-5231404
10 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5231404 The complaint Mr T is unhappy that TSB Bank plc didn’t get a replacement debit card to him in a reasonable amount of time. What happened Mr T contacted TSB on 11 August 2024 and asked for a replacement debit card to be posted to him. TSB posted a replacement debit card to Mr... (2 pages)View decision -
Decision Reference DRN-5091239
10 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5091239 The complaint Mr R complained because Capital One (Europe) plc refused to refund him for two transactions had said he hadn’t authorised. What happened On 30 June 2024, there were two transactions on Mr R’s Capital One credit card. One was for £105 and the other for £140. Th... (3 pages)View decision -
Decision Reference DRN-4550903
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4550903 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened Mr P has explained that... (4 pages)View decision -
Decision Reference DRN-5236507
10 Jan 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5236507 The complaint Mr G complains that a used car he acquired through a hire purchase agreement financed by Marsh Finance Limited (‘MFL’) is of unsatisfactory quality. What happened In November 2022 Mr G took out a hire purchase agreement to cover the cost of a used car. The car ... (8 pages)View decision -
Decision Reference DRN-5223554
10 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5223554 The complaint Mr G complains that Stellantis Financial Services UK Limited (“Stellantis”) has failed to treat him fairly in respect of charges it has asked him to pay when he changed his mind about the voluntary surrender of a car supplied to him under a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5221508
10 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5221508 The complaint Mrs S complains that NewDay Ltd, trading as Aqua (“NewDay”) lent to her irresponsibly when it approved a credit card for her in September 2017 as well as the four subsequent credit limit increases. What happened NewDay approved the card for Mrs S in September 2... (4 pages)View decision -
Decision Reference DRN-4793518
10 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4793518 The complaint Mr H complains about a car that he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“BMWFS”). He says the car he acquired wasn’t as advertised. What happened In July 2022, Mr H entered into... (2 pages)View decision -
Decision Reference DRN-5251396
10 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5251396 The complaint Mr L complains HSBC UK Bank Plc (“HSBC”) closed his Euro based currency account without notice nor explanation. Mr L adds that when he raised this with HSBC it said the closure was done in error and the account would be reinstated, but then reneged on this posi... (4 pages)View decision -
Decision Reference DRN-4787237
10 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4787237 The complaint Mr N complains about a claim he made to HSBC UK Bank Plc (“HSBC”). What happened The parties are familiar with the background to this complaint so I will only summarise the details. This reflects my informal remit. In October 2023, Mr N paid for a holiday renta... (4 pages)View decision -
Decision Reference DRN-5181360
10 Jan 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5181360 The complaint Mr S complains that MI Vehicle Finance Limited (“MIVF”) treated him unfairly when it recovered his vehicle after it had been impounded by the Police. What happened Mr S was supplied with a used van by MIVF under a hire purchase agreement in January 2021. Mr S b... (3 pages)View decision
