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 161648 results
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Decision Reference DRN-5251561
28 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5251561 The complaint Mrs C complains that TSB Bank plc have unfairly registered adverse information with the Credit Reference Agencies (CRA’s) regarding a late payment on her credit card. What happened Mrs C has a TSB credit card. She says that due to serious ill health with two of... (3 pages)View decision -
Decision Reference DRN-5029164
28 Jan 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5029164 Complaint Mr H has complained about the quality of a car that Startline Motor Finance Limited (“Startline”) supplied to him through a hire-purchase agreement. Background In February 2023, Startline provided Mr H with finance for a used car. The car was around seven years ol... (8 pages)View decision -
Decision Reference DRN-4939741
27 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4939741 The complaint Mr R is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) PLC (“TFS”) was of an unsatisfactory quality. When I refer to what Mr R has said and what TFS has said, it should also be taken to include things ... (5 pages)View decision -
Decision Reference DRN-5156118
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5156118 The complaint Miss F complains that a car that was supplied to her under a finance agreement with a finance company that is now known as Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss F under a finance a... (3 pages)View decision -
Decision Reference DRN-5222876
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222876 The complaint Mr S complains that NewDay Limited declined his applications for a credit card. What happened Mr S made multiple applications to NewDay for a credit card account which were declined, even though he has two active credit card accounts with NewDay. He complained ... (2 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-5227921
27 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5227921 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in two investments. What happened This complaint and decision covers two payments made into two different investments. What Mr S says: Investment (1): On 29 January 2018, Mr S made a payment... (7 pages)View decision -
Decision Reference DRN-5186065
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5186065 The complaint Ms M complains that the car she acquired through Stellantis Financial Services UK Limited t/a PSA (“SFS”) wasn’t of satisfactory quality. She says there’s been a number of faults from the day the car was purchased, and this has affected her family and caused di... (4 pages)View decision -
Decision Reference DRN-5245793
27 Jan 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5245793 The complaint Mr W complains that Bank of Scotland plc trading as Halifax unfairly recorded a default on his credit file. What happened Mr W had a loan with Halifax and in late 2023 it agreed a three month payment break. Halifax wrote to Mr W on 27 October 2023 to confirm n... (3 pages)View decision -
Decision Reference DRN-5031692
27 Jan 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5031692 The complaint S, a company, complains that Zempler Bank Limited restricted its account and requested unnecessary verification documents. S says that the bank’s actions have caused financial loss. What happened S is a company which has had an account with Cashplus since 2020.... (3 pages)View decision
