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-5172860
12 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5172860 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr D applied for an Aqua credit card in April 2023. In his application, Mr D said he was employed with an income of £30,000. Aqua appl... (2 pages)View decision -
Decision Reference DRN-4840335
12 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4840335 The complaint Miss K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2022 Miss K entered into a two-year fixed sum loan agre... (5 pages)View decision -
Decision Reference DRN-4988207
12 Dec 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4988207 The complaint Mr A complains that Lloyds Bank PLC misled him about the interest he would pay on his mortgage during a six month interest only period. He says that he’s been overcharged interest as a result. What happened Mr A has a mortgage with Lloyds. In August 2023, he as... (7 pages)View decision -
Decision Reference DRN-5116808
12 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5116808 The complaint Mr F complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) mishandled a late/missing payment for a personal contract plan (“PCP”) he held with it. He also says it unfairly reported adverse information in respect o... (4 pages)View decision -
Decision Reference DRN-5192235
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5192235 The complaint Mr H complains that an agent working for Nationwide Building Society called him a racist. Mr H said he never used racist language, and he wanted an apology for what the agent had done. What happened Mr H said he was very unhappy with the customer service he’d r... (2 pages)View decision -
Decision Reference DRN-5188126
12 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5188126 The complaint Mr S complains that Santander UK Plc blocked access to his basic bank account, although he had been using it recently. He said it also seized his basic bank account card, then failed to replace it. What happened Mr S said that he went to his local Santander bra... (3 pages)View decision -
Decision Reference DRN-5037210
12 Dec 2024 MBNA Limited UpheldBanking and PaymentsDRN-5037210 The complaint Ms W complains about the amount of compensation that she’s been offered by MBNA Limited for issues arising from a credit card account that should have been closed. What happened Ms W had a credit card account with MBNA. She says that she repaid the outstanding ... (3 pages)View decision -
Decision Reference DRN-4639223
12 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4639223 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t refund the money he lost when he fell victim to a scam. What happened Mr W was looking for an investment opportunity online and came across a company I’ll call T. He didn’t know a... (3 pages)View decision -
Decision Reference DRN-4897046
12 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4897046 The complaint Mr O complains that Starling Bank Limited won’t reimburse him money he lost after being a victim of a fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Mr O was loo... (3 pages)View decision -
Decision Reference DRN-5180468
12 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5180468 The complaint Mr B complains that Revolut Limited (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr B says he saw an advertisement online that referred to making money through cryptocurrency investment through a company I’ll call W in... (10 pages)View decision
