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 162076 results
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Decision Reference DRN-5088131
10 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5088131 The complaint The trustees of a trust which I’ll refer to ‘T’ complain that National Westminster Bank Plc (‘NatWest’) unfairly closed the trust’s account and haven’t returned the funds that were in the account. What happened T held a reserve account with NatWest which regul... (5 pages)View decision -
Decision Reference DRN-5319056
10 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5319056 The complaint Mr J has complained about the way Bank of Scotland plc trading as Halifax dealt with his request for money back. What happened Mr J said in 2021 he entered into a contract for dental treatment. To pay for the treatment a continuous payment authority (“CPA”) ar... (3 pages)View decision -
Decision Reference DRN-5287392
10 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5287392 The complaint Miss B complains that MBNA Limited (‘MBNA’) unfairly reported a default to her credit file in relation to her credit card account when she was vulnerable, instead of supporting her with a payment plan. Miss B wants her credit card balance written off and for t... (3 pages)View decision -
Decision Reference DRN-5287893
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5287893 The complaint Mr T has complained that NewDay Ltd acted irresponsibly when it provided him with two credit cards in 2020 and 2022. Background Mr T applied for a ‘Marbles’ credit card with NewDay in August 2020. His application was approved, and he was provided with a card wi... (3 pages)View decision -
Decision Reference DRN-5254640
10 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5254640 The complaint Ms T’s complaint is about the administration of her mortgage account which is held with Santander UK Plc. In a decision dated 3 February 2025 I explained that I would be considering the following matters. - legal fees added to the mortgage account; - the way ... (4 pages)View decision -
Decision Reference DRN-5264184
10 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5264184 The complaint Mr W complains American Express Services Europe Limited (‘AESEL’) reported a default to the Credit Reference Agencies (‘CRAs’) when he was in an arrangement to repay his personal credit card. He’s unhappy with how AESEL communicated with him. Mr W wants the de... (3 pages)View decision -
Decision Reference DRN-5264377
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5264377 The complaint Miss K complains that HSBC UK Bank Plc registered a default on her account. What happened Miss K says she had a £500 overdraft facility with HSBC, but that, in 2023, she moved house and didn’t receive important correspondence. She says she was suffering from p... (2 pages)View decision -
Decision Reference DRN-5024541
10 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5024541 The complaint Mr Q complains that Toyota Financial Services (UK) Plc (“TFS”) supplied him with a faulty car. Mr Q says as TFS hasn’t been able to repair the car, he wants to reject it. What happened Mr Q entered into a hire purchase agreement with TFS for the supply of a ca... (4 pages)View decision -
Decision Reference DRN-5288391
10 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5288391 The complaint Mr A complains about the service provided by Bank of Scotland plc (BoS) when it stopped an overseas bank transaction and blocked his account. Mr A is seeking an unblocking of his account and wants to transfer his funds to another bank account. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5299326
10 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5299326 The complaint Mr E and Miss R complain that Shawbrook Bank Limited (the “Lender”) failed to accept its liability for the mis-selling of timeshares it had financed the purchase of in November 2016 and August 2017. They also complain the Lender irresponsibly granted them loans... (16 pages)View decision
