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-4898369
17 Dec 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4898369 The complaint Mr G is unhappy with a car he got using a conditional sale agreement from Moneybarn No.1 Limited. What happened Mr G acquired a used car from Moneybarn in January 2024 for £13,498. The car was around seven years old and had been driven for 34,000 miles. On 26 F... (4 pages)View decision -
Decision Reference DRN-5185095
17 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5185095 The complaint Mr L complains that Bank of Scotland plc trading as Halifax blocked a payment he wanted to make. What happened On 28 May 2024, Mr L visited a Halifax branch intending to close a savings account and use some of the money to make a payment to a third party. Ther... (4 pages)View decision -
Decision Reference DRN-5084046
17 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5084046 The complaint Mr M complains that Santander UK Plc, trading as Santander, failed to protect him from becoming the victim of a scam and did not appropriately warn him about several payments he made from his Santander account. To make things right Mr M would like to be compens... (3 pages)View decision -
Decision Reference DRN-5203562
17 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5203562 The complaint Mr P is unhappy that J.P. Morgan Europe Limited (trading as Chase) won’t refund his losses from an investment scam. What happened Mr P was a victim of an investment scam. He’s explained he came across a fraudulent company, that I’ll refer to as N, on social med... (5 pages)View decision -
Decision Reference DRN-5182565
17 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5182565 The complaint Mr R complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his loan application. What happened Mr R applied for a loan with 118 118 Money in July 2020. In his application, Mr R said he was employed with a monthly inc... (2 pages)View decision -
Decision Reference DRN-5217564
17 Dec 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5217564 The complaint Mr H complains Barclays Bank UK PLC have unfairly added negative information to his credit file in relation to his personal loan. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant... (7 pages)View decision -
Decision Reference DRN-5200347
17 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5200347 The complaint Mr R complains that Monzo Bank Ltd won’t refund him after he lost money to a job scam. What happened On 19 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments befo... (6 pages)View decision -
Decision Reference DRN-5215869
17 Dec 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5215869 The complaint Mr Y complains that MBNA Limited lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr Y applied for a credit card with MBNA... (3 pages)View decision -
Decision Reference DRN-5217352
17 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5217352 The complaint Mr T complains American Express Services Europe Limited (AESEL) failed to provide proper notice and information regarding the renewal fee on his credit card. Mr T was also given incorrect information in an online chat. What happened The information I have show... (3 pages)View decision -
Decision Reference DRN-5216996
17 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5216996 The complaint Mr G is unhappy that HSBC UK Bank Plc won’t allow him to make partial transfers from his Help-To-Buy (“HTB”) ISA account. What happened Mr G held a HTB ISA, which attracts a bonus paid by the UK Government on the balance of the ISA up to £12,000. Recently, bec... (3 pages)View decision
