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 158533 results
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Decision Reference DRN-5166604
18 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5166604 The complaint Mr S complains that American Express Services Europe Limited (AESEL) recorded a late payment marker on his credit file. What happened Mr S opened a new credit card account with AESEL on 17 May 2024. He was under the impression that a direct debit payment would ... (3 pages)View decision -
Decision Reference DRN-5176970
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5176970 The complaint Miss S has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss S opened an account with Kroo. She initially expected to use this to send money overseas but didn’t actually use the... (2 pages)View decision -
Decision Reference DRN-5220311
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5220311 The complaint Mr M complains that HSBC Bank Plc blocked his account for around seven months and that it has not returned the full account balance to him. What happened On 31 October 2023 Mr M received a payment of £9,250 into his account. The payment was from a UK company, w... (2 pages)View decision -
Decision Reference DRN-5137265
18 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5137265 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was asked by a friend if they’d open an account with Kroo and allow them to use it. Miss M was only 18 and didn’t ... (3 pages)View decision -
Decision Reference DRN-5167092
18 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5167092 The complaint Ms C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) haven’t marked her credit file accurately. What happened Ms C had a credit card from Tesco. She went into bankruptcy in May 2020. Her debt to Tesco was £5,756. She was discharged from... (2 pages)View decision -
Decision Reference DRN-5166609
18 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5166609 The complaint Mr S complains that Vanquis Bank Limited sold his account to a third party without notifying him. What happened Mr S says his Vanquis credit card account was sold to a debt collection company without him being notified. He says he had been recently hospitalise... (2 pages)View decision -
Decision Reference DRN-5164343
18 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5164343 The complaint Miss D has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 5 May 2024 Miss D went to a cash machine at a local supermarket. She initially intended to withdraw £300 but this amount e... (2 pages)View decision -
Decision Reference DRN-5218031
18 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5218031 The complaint Miss M is unhappy with the quality of a car supplied under a hire purchase agreement by BMW Financial Services(GB) Limited trading as MINI Financial Services (‘BMWFS’). What happened Around September 2020 Miss M acquired a new car using a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5157757
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5157757 The complaint E, a limited company, has complained Barclays Bank UK PLC won’t refund them for disputed cash machine withdrawals. What happened Miss K is a director of E and represents them in this complaint. For ease I’ll refer to Miss K throughout. Miss K’s wallet was stole... (2 pages)View decision -
Decision Reference DRN-5141588
18 Dec 2024 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5141588 The complaint Mr J in unhappy that Al Rayan Bank PLC published inaccurate information about daily online transfer limits. What happened Mr J was purchasing a property and needed to transfer a sizeable deposit amount for the purchase from his Al Rayan account. Mr J reviewed A... (3 pages)View decision
