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 157456 results
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Decision Reference DRN-5172726
5 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5172726 The complaint Mr S and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (13 pages)View decision -
Decision Reference DRN-5136858
5 Dec 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5136858 The complaint Miss K complains that American Express Services Europe Limited trading as American Express (“AESEL”) cancelled her accounts without notice. What happened Miss K held two credit card accounts with AESEL. In October 2023 she experienced some financial difficultie... (3 pages)View decision -
Decision Reference DRN-4742631
5 Dec 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4742631 The complaint Mr V complains about the quality of a used car he acquired though a hire purchase agreement financed by MI Vehicle Finance Limited (‘MI’). Mr V says the car wasn’t of satisfactory quality when he acquired it and it took too long for it to be repaired. He wanted... (5 pages)View decision -
Decision Reference DRN-5109000
5 Dec 2024 Chase de Vere Independent Financial Advisers limited UpheldBanking and PaymentsDRN-5109000 The complaint Mr and Mrs D complain about Chase de Vere Independent Financial Advisers limited (CDV) after CDV sent an email containing their personal information to an incorrect email address. Mr & Mrs D say this caused them worry and anxiety. For ease of reading, I wi... (3 pages)View decision -
Decision Reference DRN-5148171
5 Dec 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5148171 The complaint Mr M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (14 pages)View decision -
Decision Reference DRN-5095758
5 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5095758 The complaint Mr K complains Metro Bank PLC handled a call poorly. What happened Mr K had an outstanding dispute with Metro and called to get an update. It took some time for Mr K to have his identity verified and for him to be passed to the right department. Metro strugg... (2 pages)View decision -
Decision Reference DRN-4932560
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4932560 The complaint Mr B has complained that Shawbrook Bank Limited are holding him liable for a debt which was taken out as the result of a scam. What happened Mr B fell victim to an investment scam. He thought he was entering into a stocks and shares training agreement via a cry... (3 pages)View decision -
Decision Reference DRN-4692317
4 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4692317 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMWFS’) was misrepresented to him. What happened In February 2022, Mr S was supplied with a used car thr... (4 pages)View decision -
Decision Reference DRN-5183793
4 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5183793 The complaint Mr R complains that Nationwide Building Society loaded a fraud-related marker against his name with Cifas and closed his account, which had a great impact on him. What happened On 13 September 2024, Nationwide received a fraud report from a third-party bank al... (2 pages)View decision -
Decision Reference DRN-5135119
4 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5135119 The complaint Mr G complains that Vanquis Bank Limited increased the interest rate applicable to his account. He’s also unhappy that when he contacted Vanquis and advised then that he’d lost the paperwork from when he took out the card and couldn’t recall what the interest r... (3 pages)View decision
