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-5201047
18 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5201047 The complaint This complaint is about a mortgage in the joint names of Mr and Mrs M taken out with Santander UK Plc. Mrs M, who has brought the complaint with the consent of Mr M, is unhappy that, after Santander told her a 30-day hold would be put on the account, a possess... (3 pages)View decision -
Decision Reference DRN-5161570
18 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161570 The complaint Miss O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened In September 2021 Miss O applied for a balance transfer credit card with Fluid. In her applica... (3 pages)View decision -
Decision Reference DRN-5199818
18 Dec 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-5199818 The complaint Mr M has complained that Inclusive Finance Limited trading as Creditspring (“Creditspring”) gave him a loan without properly considering his finances. Mr M says that had further checks been made Creditspring would’ve concluded he couldn’t afford to repay the re... (5 pages)View decision -
Decision Reference DRN-5114929
18 Dec 2024 AutoMoney Limited UpheldConsumer CreditDRN-5114929 The complaint Mr A complains that AutoMoney Limited trading as AutoMoney Motor Finance supplied him with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In November 2023, Mr A acquired a used car financed by a hire purchase agreement ... (5 pages)View decision -
Decision Reference DRN-5216449
18 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5216449 The complaint Miss R complains that Nationwide Building Society failed to block gambling transactions from her account. What happened Miss R holds an account with Nationwide. In February 2023, she called Nationwide to ask for help with her gambling problem. At the time, Nati... (3 pages)View decision -
Decision Reference DRN-5219448
18 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5219448 The complaint Mr and Mrs C’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 (2)... (10 pages)View decision -
Decision Reference DRN-5107894
18 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5107894 The complaint Mrs Y complains about National Westminster Bank Plc (NatWest) after they helped her send funds to ISA savings accounts of her family. Mrs Y says this caused lost interest, inconvenience, and stress. What happened In January 2024, Mrs Y went to a branch of NatWe... (3 pages)View decision -
Decision Reference DRN-5204469
18 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5204469 The complaint Mr S complains that NewDay Ltd lent irresponsibly when it approved two credit cards in his name and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: ... (4 pages)View decision -
Decision Reference DRN-4960752
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4960752 The complaint Mr M complains that HSBC Bank Plc didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and focus on ... (2 pages)View decision -
Decision Reference DRN-5208998
18 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5208998 The complaint A company, which I’ll refer to as P, complains that because of poor advice from HSBC UK Bank Plc, when changing the primary user of the business account, it lost access to the account. Also that HSBC repeatedly failed to issue welcome letters to the new user. M... (3 pages)View decision
