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 158214 results
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Decision Reference DRN-4782124
16 Dec 2024 Tesla Financial Services Limited Not upheldConsumer CreditDRN-4782124 The complaint Mr S is unhappy that a car supplied to him under a hire agreement with Tesla Financial Services Limited doesn’t have all the features he is paying for. Before I address Mr S’s complaint, I think it would be useful for me to explain what I’m able to consider. T... (3 pages)View decision -
Decision Reference DRN-4985685
16 Dec 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4985685 The complaint Mr K complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Clydesdale), unfairly declined his application for credit, and failed to provide sufficient reasoning as to why. What happened In February 2024, Mr K visited an elec... (2 pages)View decision -
Decision Reference DRN-5179098
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5179098 The complaint Mr K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded on his credit file removed. Mr K is represented by a third part... (3 pages)View decision -
Decision Reference DRN-5153681
16 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5153681 The complaint Mr C and Mr F complain that Barclays Bank UK PLC won’t release them from joint personal guarantees despite being told by Barclays that this would happen. What happened Mr C and Mr F were directors of a business I’ll refer to as “T”. They had an overdraft facili... (2 pages)View decision -
Decision Reference DRN-5156550
16 Dec 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5156550 The complaint Mrs B complains that Madison CF UK Limited trading as 118 118 Money (“MCF”) chased her for missing payments even though she’d made all the payments for her payment plan on time. Mrs B has had missed payment markers and a default reported on her credit file as a... (2 pages)View decision -
Decision Reference DRN-5097762
16 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5097762 The complaint Mr M is unhappy with the service he has received from Clydesdale Bank Plc trading as Virgin Money. What happened Mr M says he has experienced several issues with Virgin Money’s mobile banking application (app) and his account card. He also unhappy about a lett... (3 pages)View decision -
Decision Reference DRN-5118702
16 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5118702 The complaint Miss R has complained National Westminster Bank plc didn’t give her the full £4,000 she was taking out of her account on 1 July 2024. What happened Miss R went to a NatWest branch on 1 July to transfer money between accounts and then withdraw £4,000. She asked ... (2 pages)View decision -
Decision Reference DRN-4999496
16 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4999496 The complaint Miss B complained because HSBC UK Bank Plc refused to refund her for two cash machine withdrawals she said she hadn’t authorised. What happened On 23 June 2024, Miss B rang HSBC. She said she wanted to cancel her card because she couldn’t find it, and she coul... (4 pages)View decision -
Decision Reference DRN-5035742
16 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5035742 The complaint Ms A complains Revolut Ltd didn’t do enough to protect her when she fell victim to a safe- account scam. What happened Ms A received a call from a scammer impersonating her bank. She’s explained they spoofed her bank’s genuine number, so she followed their inst... (3 pages)View decision -
Decision Reference DRN-4793446
16 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4793446 The complaint Ms A complains National Westminster Bank Plc (“NatWest”) didn’t do enough to protect her when she fell victim to a safe-account scam. What happened Ms A received a call from a scammer impersonating NatWest. She’s explained they spoofed its genuine number, which... (2 pages)View decision
