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-4883324
5 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4883324 The complaint Mr Y complains Nationwide Building Society unfairly closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr Y held a flex account and savings accounts with Nationwide... (3 pages)View decision -
Decision Reference DRN-5272636
5 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5272636 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened In March 2019, Miss M applied for a card with Aqua, and was offered an initial credit limit of £450. Aqua subsequently increased the credit limit on th... (3 pages)View decision -
Decision Reference DRN-5226434
5 Mar 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5226434 The complaint Mr G complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance irresponsibly lent him a personal loan. He says it failed to conduct a thorough affordability check before agreeing to lend. What happened Mr G took out the following loans with... (2 pages)View decision -
Decision Reference DRN-5036798
5 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5036798 The complaint Mr S is unhappy Revolut Ltd won’t refund transactions on his account which he says he didn’t authorise. What happened On moving money from his bank account elsewhere to his Revolut account on 30 July 2024 Mr S noticed a number of transactions which were made w... (3 pages)View decision -
Decision Reference DRN-5274046
5 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5274046 The complaint Mr D complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (5 pages)View decision -
Decision Reference DRN-5366125
5 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5366125 The complaint Mr L, who is represented by a third party, complains that Bank of Scotland plc, trading as Halifax (‘Halifax’) irresponsibly provided him with an overdraft he couldn’t afford to repay sustainably. What happened In July 2006 Halifax agreed to provide Mr L with ... (4 pages)View decision -
Decision Reference DRN-4882179
5 Mar 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-4882179 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited was of an unsatisfactory quality. What happened In December 2022, Mr B was supplied with a used car through a hire purchase agreement with Tandem. The ... (5 pages)View decision -
Decision Reference DRN-5319249
5 Mar 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5319249 The complaint Mr F complains that HSBC UK Bank Plc mis-sold a mortgage to him. He says it told him he’d have to be party to a joint mortgage, even though he contributed a significant portion of the property purchase price. Mr F says HSBC didn’t do sufficient checks on the jo... (2 pages)View decision -
Decision Reference DRN-5204736
5 Mar 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5204736 The complaint Mr R complains that Barclays Bank Plc closed his accounts without providing a proper explanation. Mr R is also unhappy with the amount of time Barclays took to transfer his accounts. He says this caused him unnecessary stress and worry for which he should be co... (5 pages)View decision -
Decision Reference DRN-5290967
5 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5290967 The complaint Ms M has complained that PayPal UK Ltd (“Xoom”) blocked a payment she attempted to make, as it required her to provide photo ID. Ms M is unhappy with how Xoom handled the request that she provide photo ID. What happened Ms M attempted to send £300 in USD using ... (3 pages)View decision
