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-4949658
16 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4949658 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was introduced to an investment opportunity, provided by a... (5 pages)View decision -
Decision Reference DRN-5162721
16 Dec 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5162721 The complaint Miss S complains that Prepay Technologies Ltd trading as PrePay Solutions provided her with a travel money card that wasn’t reliable enough to use while she was abroad. What happened Miss S explains that she took the travel money card so that she could easily m... (2 pages)View decision -
Decision Reference DRN-5199833
16 Dec 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-5199833 The complaint Mr S has complained that Bank of Scotland plc trading as Halifax (“Halifax”) gave him loans he couldn’t afford to repay. What happened Halifax advanced two loans to Mr S and a summary of his borrowing can be found below. loan number loan amount total to repay... (7 pages)View decision -
Decision Reference DRN-5160076
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5160076 The complaint Mr S complains that Santander UK Plc wrongly sent an international payment in sterling. What happened Mr S says he wanted to send a payment equivalent to £10,000 in sterling to his son abroad. And that he wanted this to go in Australian dollars (AUD). Instead, ... (2 pages)View decision -
Decision Reference DRN-5072719
16 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5072719 The complaint Mr G complains about how information relating to a refund was presented online by Monzo Bank Ltd. What happened Mr G holds a premium personal account with Monzo. On 3 March 2024, while abroad, he rented a car using a company that I’ll refer to as “H” in this d... (5 pages)View decision -
Decision Reference DRN-4839612
16 Dec 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4839612 The complaint Mr H complains about the quality of a car he acquired through a hire purchase agreement with MotoNovo Finance Limited (‘MotoNovo’). He says the car has broken down relatively quickly and so is not of satisfactory quality. And it may not be as described due to i... (4 pages)View decision -
Decision Reference DRN-5213498
16 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5213498 The complaint A limited company, which I’ll refer to as ‘B’, is unhappy that HSBC UK Bank Plc wouldn’t transfer a payment that was made to its Bounce Back Loan (“BBL”) in error to its business current account, and with the service it received from HSBC surrounding that. B’s... (4 pages)View decision -
Decision Reference DRN-5157202
16 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5157202 The complaint Mrs S complains that BMW Financial Services (GB) Limited (‘BMWFS’), trading as MINI Financial Services, put her account in significant overdraft when they debited a large payment in error. What happened In December 2023 Mrs S entered into a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5165457
16 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5165457 The complaint Mr and Mrs K’s complaint relates to a charge Bank of Scotland plc trading as Halifax placed on their property title when they had a secured loan with it. What happened Mr and Mrs K took out a secured loan for home improvements with Halifax in 2002. The loan was... (2 pages)View decision -
Decision Reference DRN-5135045
16 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5135045 The complaint Mr S and Miss H’s complaint is about a joint mortgage they have with Santander UK Plc. They have complained because, in October 2023, Mr S was given incorrect information when he asked for assistance due to an upcoming change in his financial situation. This wa... (4 pages)View decision
