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 161646 results
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Decision Reference DRN-5242521
28 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5242521 The complaint Mr E complains Starling Bank Limited ignored his communication preferences when he asked for a copy of a chat transcript to be sent to him and that he still hasn’t received what he asked for. What happened Mr E is a sole trader and has an account with Starling.... (3 pages)View decision -
Decision Reference DRN-5154919
28 Jan 2025 Equifax Limited Not upheldConsumer CreditDRN-5154919 The complaint Mr R complains Equifax Limited reduced his credit score without an explanation. What happened Mr R says he queried a transaction he made on his credit card with his lender. After doing this, Mr R checked his credit file, on a website who I’ll refer to as C. C ... (2 pages)View decision -
Decision Reference DRN-5222301
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5222301 The complaint Ms M complains that Bank of Scotland plc trading as Halifax declined her chargeback for goods that she returned but didn’t receive a refund for. What happened In December 2023, Ms M used her Halifax debit card to pay a £7,445.43 deposit for items of jewellery f... (2 pages)View decision -
Decision Reference DRN-5236077
28 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5236077 The complaint Mrs W complains that Santander UK Plc (“Santander”) applied an Early Repayment Charge (“ERC”) when she redeemed her buy to let (“BTL”) mortgage. What happened In October 2019 Mrs W got a 27-year buy to let mortgage with Santander. The mortgage offer shows the i... (3 pages)View decision -
Decision Reference DRN-5238314
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5238314 The complaint Mr A complains about the service he received from HSBC UK Bank Plc (“HSBC”) when he tried to downgrade his credit card account. What happened Mr A holds a credit card account with HSBC which is subject to an annual fee. The fee is applied to his account on the... (3 pages)View decision -
Decision Reference DRN-4835958
28 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4835958 The complaint Mr B is unhappy Starling Bank Limited (“Starling”), won’t reimburse him for money he lost when he loaned money to a friend who then didn’t pay him back. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at le... (3 pages)View decision -
Decision Reference DRN-5018117
28 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5018117 The complaint Mr B complains Nationwide Building Society didn’t do enough to help get a refund for two purchases made on his debit card. What happened Mr B placed two food orders, one in March 2024 and the other in April 2024, paying with his Nationwide debit card. Mr B say... (3 pages)View decision -
Decision Reference DRN-5291741
28 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5291741 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) Plc (“Toyota”) was of an unsatisfactory quality. When I refer to what Mr D has said and what Toyota has said, it should also be taken to include t... (6 pages)View decision -
Decision Reference DRN-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-5041886
28 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041886 The complaint Miss R complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision
