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-5215387
10 Jan 2025 FCE Bank Plc UpheldBanking and PaymentsDRN-5215387 The complaint Mr R is unhappy about the service he has received from FCE Bank Plc trading as Ford Money (“FM”) when setting up an ISA account with it and transferring his ISAs from another provider. In particular, he is unhappy that FM continued to send transfer requests wit... (4 pages)View decision -
Decision Reference DRN-4600317
10 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4600317 The complaint G a sole trader complains HSBC UK Bank Plc refused to refund multiple transactions on G’s account which weren’t authorised. G is represented by Ms P. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of ... (6 pages)View decision -
Decision Reference DRN-5249686
10 Jan 2025 Bamboo Limited Not upheldConsumer CreditDRN-5249686 The complaint Mr J complains that Bamboo Limited lent irresponsibly when it approved two loan applications he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr J applied for a loan of £2,000 ov... (5 pages)View decision -
Decision Reference DRN-4812361
10 Jan 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4812361 The complaint Miss A complains about the quality of a car she acquired through a hire purchase agreement with Toyota Financial Services (UK) PLC (‘Toyota FS’). Miss A says that the car has had problems with the wiring and was supplied faulty to her. What happened Miss A’s c... (4 pages)View decision -
Decision Reference DRN-5249682
10 Jan 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5249682 The complaint Mr G complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a pro... (4 pages)View decision -
Decision Reference DRN-5188498
10 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5188498 The complaint The estate of Mr M is unhappy that Lloyds Bank PLC (Lloyds) didn’t process important information properly and uploaded someone else’s death certificate to Mr M’s account. What happened In early June 2024 the estate of the late Mr M went to a branch of Lloyds to in... (2 pages)View decision -
Decision Reference DRN-5236140
10 Jan 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5236140 The complaint Mr F complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. Had further checks been made such as reviewing his bank statements, Mr F says Drafty wouldn’t have lent to him... (4 pages)View decision -
Decision Reference DRN-5252668
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5252668 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened On 23 March 2023, Mr G received a call from somebody claiming to be from his bank’s fraud department. Earlier in the week he says he’d responde... (7 pages)View decision -
Decision Reference DRN-5252622
10 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5252622 The complaint Mr H is complaining about American Express Services Europe Limited (Amex) because he says it closed his credit card account without making it clear it was going to do so. What happened Mr H had a credit card account with Amex and regular account statements were... (3 pages)View decision -
Decision Reference DRN-5082730
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5082730 The complaint Mr G complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP scam). What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summa... (3 pages)View decision
