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 163568 results
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Decision Reference DRN-5220073
18 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5220073 The complaint Mr C complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Mr C took receipt of a used car on 16 April 2024. He financed the deal through a hire purchase agreement with St... (4 pages)View decision -
Decision Reference DRN-5389349
18 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5389349 The complaint Mr D is unhappy that Tesco Personal Finance Limited (‘Tesco’) didn’t give him enough warning about the transfer of his account to Barclays Bank UK Plc (‘Barclays’). What happened I issued my provisional decision on this complaint, inviting both parties to let ... (3 pages)View decision -
Decision Reference DRN-5354198
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5354198 The complaint Mr S complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr S was looking for an alternative cryptocurrency exchange to the one he had been using previously and came acros... (7 pages)View decision -
Decision Reference DRN-5353751
18 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5353751 The complaint V, a limited company, complains that HSBC UK Bank Plc delayed an important currency payment which caused it inconvenience and loss. What happened V says that it arranged on 15 July 2024 with a currency provider for a payment of US Dollars 35,000 to be sent to i... (4 pages)View decision -
Decision Reference DRN-5233744
18 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5233744 The complaint Ms T’s complaint is about a credit card issued to her by NewDay Ltd trading as Aquacard in 2014. Ms T says NewDay acted irresponsibly when it gave her a credit card, and then later increased her credit limit. To resolve the complaint Ms T would like NewDay to r... (4 pages)View decision -
Decision Reference DRN-5305379
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5305379 The complaint Mrs B complains that American Express Services Europe Limited (AESEL) irresponsibly lent to her. Mrs B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being mad... (3 pages)View decision -
Decision Reference DRN-5389347
18 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5389347 The complaint Mrs N complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) have asked her to pay for damage to a car that she returned and had been financing through an agreement with them. What happened I issued a provisional decision on this complaint ... (5 pages)View decision -
Decision Reference DRN-5389626
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5389626 The complaint Mr M is unhappy that Bank of Scotland plc trading as Halifax won’t reimburse money he lost to a scam. What happened On 24 February 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence an... (7 pages)View decision -
Decision Reference DRN-5116861
18 Mar 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5116861 The complaint Mrs R is complaining about Prepay Technologies Ltd (Mettle) because it declined to refund money she lost as a result of fraud. What happened On 24 January 2024, Mrs R received a call from a scammer claiming to be from Mettle. The call was preceded by a text mes... (3 pages)View decision -
Decision Reference DRN-5345179
18 Mar 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5345179 The complaint Mr H says MoneyGram International Limited has made a mistake with an international payment that he asked it to make for him. He says he’s lost out as a result. What happened A summary of what happened is below. Mr H used MoneyGram’s payment services to send mon... (2 pages)View decision
