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-5127462
13 Dec 2024 LEASYS UK LTD Not upheldConsumer CreditDRN-5127462 The complaint Mr S complains that a car he financed through an agreement with LEASYS UK LTD (LEASYS) was misrepresented to him. What happened Mr S took receipt of a new car in March 2024. He financed the deal through a hire agreement with LEASYS. The car was ordered three mo... (2 pages)View decision -
Decision Reference DRN-5158832
13 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5158832 The complaint Miss F complains Santander UK Plc failed to release funds in her account and then closed the account. She wants her funds paid to her and compensation. What happened Miss F opened a current account with Santander in 2024. In July 2024 she received a large payme... (5 pages)View decision -
Decision Reference DRN-5209767
13 Dec 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5209767 Complaint Mr B has complained about the quality of a car that Startline Motor Finance Limited (“SMF”) supplied to him through a hire-purchase agreement. Background In March 2023, SMF provided Mr B with finance for a used car. The car was just under eight years old and it is... (8 pages)View decision -
Decision Reference DRN-5190977
13 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5190977 Complaint Mr Q has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increase should not have been provided to him as they were unaffordable. Background In May 2019, Vanquis provided Mr Q with a credit card wh... (3 pages)View decision -
Decision Reference DRN-5209406
13 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5209406 Complaint Mr S has complained that Bank of Scotland plc (trading as “Halifax”) irresponsibly provided him with overdrafts which it continued applying charges on even when he was in financial difficulty. Background Mr S has also complained about Halifax’s actions when provid... (7 pages)View decision -
Decision Reference DRN-4722698
13 Dec 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4722698 The complaint Mr S has complained that he is unhappy with the quality of a car he acquired in March 2022, using a consumer hire agreement with LeasePlan UK Limited (“LeasePlan”). What happened Mr S acquired a new Audi, using a consumer hire agreement with LeasePlan. The agr... (4 pages)View decision -
Decision Reference DRN-5107112
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5107112 The complaint Mr P has complained that Barclays Bank UK PLC, trading as Barclaycard, won’t let him redeem his ‘Freedom Rewards’ points. What happened Mr P held a Freedom Rewards account with Barclaycard, which allowed customers to accrue reward points. However, earlier this ... (2 pages)View decision -
Decision Reference DRN-4801453
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4801453 The complaint Mr G has complained about the length of time it took Nationwide Building Society to resolve a dispute regarding his credit card account. What happened Mr G bought an item from a third party using his Nationwide credit card. He decided to return the item, but di... (2 pages)View decision -
Decision Reference DRN-5150783
12 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5150783 The complaint Mr M complains about the markers Secure Trust Bank Plc trading as V12 Retail Finance (V12) placed on his credit file. What happened For a period, Mr M’s correspondence with V12 was handled on his behalf by his wife, but I refer to Mr M as the borrower and comp... (4 pages)View decision -
Decision Reference DRN-5154709
12 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5154709 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money allowed a payment to be taken following the closure of his account. What happened Mr C held a credit card account with Virgin Money. In May 2024 Mr C went abroad and used his credit card to pay for... (2 pages)View decision
