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 161345 results
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Decision Reference DRN-5264553
20 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5264553 Complaint Mr T complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In August 2018, SMF provi... (3 pages)View decision -
Decision Reference DRN-5262063
20 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5262063 Complaint Mr A has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2023, Jaja provided Mr A with a credit card which ha... (3 pages)View decision -
Decision Reference DRN-5082215
19 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5082215 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an advance fee scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-5226506
18 Jan 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5226506 The complaint Ms O complains that PayPal UK Ltd registered a default on her account. What happened Ms O says PayPal called her on 14 May 2024 to say she had missed a payment. Ms O says she believed there was a direct debit in place but was told that wasn’t the case and she’... (3 pages)View decision -
Decision Reference DRN-5184942
17 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5184942 The complaint Mr A complains about a car he acquired through a Hire Agreement with Lex Autolease Ltd (‘Lex’). Mr A complained about repeated electrical and mechanical issues. He says the car’s been in for multiple repairs but faults have remained, so he wanted to hand it bac... (9 pages)View decision -
Decision Reference DRN-5170151
17 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5170151 The complaint Miss W complains that Lloyds Bank PLC misled her about the type of local authority search that would be carried out on the property she was purchasing when she instructed a conveyancer on its panel. She says she was unaware when she bought her property that it ... (4 pages)View decision -
Decision Reference DRN-5246391
17 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5246391 The complaint Mrs W complains Santander UK Plc (“Santander”) blocked and then closed her account after she explained she was disputing payments to car rental firms and thereby put her into an unarranged overdraft. What happened The details of this complaint are well known by... (3 pages)View decision -
Decision Reference DRN-5221219
17 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5221219 The complaint Mr H complains that Skipton Building Society have unfairly managed his mortgage over several years, including how the mortgage has been calculated and how Skipton have applied interest to it. What happened Mr H’s mortgage was sold through a broker in 2008. This... (4 pages)View decision -
Decision Reference DRN-5250985
17 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5250985 The complaint Mr L, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr L took out a credit card from Vanquis on 7 October 2019. He was given a £1,000 credit limit. This was subsequently reduced to £450 and then increased to £900 o... (3 pages)View decision -
Decision Reference DRN-5173224
17 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5173224 The complaint Miss C complains that FirstRand Bank Limited trading as MotoNovo Finance Limited was irresponsible in its lending to her. She wants all interest and charges she paid under the agreement refunded along with 8% simple interest and any adverse information removed ... (3 pages)View decision
