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 162956 results
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Decision Reference DRN-5344210
7 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5344210 Complaint Mr B has complained about the overdraft charges HSBC Bank UK Plc (“HSBC”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr B is being represented in his complaint by a Cla... (5 pages)View decision -
Decision Reference DRN-5244139
7 Mar 2025 Fluro Platform Limited Not upheldConsumer CreditDRN-5244139 Complaint Mr D has complained that Fluro Platform Limited (trading as “Lending Works”) unfairly brought about an unaffordable loan for him. He’s said that the loan was unaffordable and the checks carried out weren’t thorough enough as they did not stress test his ability to... (3 pages)View decision -
Decision Reference DRN-4889352
7 Mar 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-4889352 The complaint L complains that Handelsbanken plc won’t refund money they lost to an interception scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. L wanted to send €42,000 funds to a country – w... (4 pages)View decision -
Decision Reference DRN-5361673
6 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5361673 The complaint Miss W is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of an unsatisfactory quality. When I refer to what Miss W has said and what Santander has s... (6 pages)View decision -
Decision Reference DRN-5330848
6 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5330848 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card changed his payment date. What happened Mr D holds a John Lewis credit card account with NewDay. On 31 October 2024 Mr D contacted NewDay to query why his payment due date had been changed to 29 t... (2 pages)View decision -
Decision Reference DRN-4872049
6 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4872049 The complaint Ms P was a customer of Revolut Ltd (“Revolut”). Ms P’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Ms P is represented by Refundee in this matter. However, where appropriate, I will refer to Ms P solely in this ... (5 pages)View decision -
Decision Reference DRN-5378468
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5378468 The complaint The estate of Mrs S is bringing a complaint on behalf of the late Mrs S. The estate is unhappy with Clydesdale Bank Plc trading as Virgin Money. The complaint has in more recent times been dealt with by representatives Mrs and Mr K so for ease I will refer to ... (4 pages)View decision -
Decision Reference DRN-5376390
6 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5376390 The complaint Mr M complains that Motability Operations Limited, trading as Motability Operations (‘MOL’), will not allow him to buy the car that is the subject of his hire agreement with them. When I refer to what Mr M and MOL have said or done, it should also be taken to ... (5 pages)View decision -
Decision Reference DRN-5334636
6 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5334636 The complaint Miss A complains that NatWest Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Miss A had an account with NatWest. On 5 December 2023, three payments totalling just over £2,100 were paid into Miss A’s account... (4 pages)View decision -
Decision Reference DRN-5377931
6 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5377931 The complaint Mr C complains about the service he received from Vanquis Bank Limited in relation to a credit card account he had with it. What happened Mr C contacted Vanquis on 3 August 2024 to discuss his credit card account. He complains that he was asked security questi... (2 pages)View decision
