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-5233978
17 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5233978 The complaint Mr A and Ms C’s complaint is about a mortgage account they hold with Clydesdale Bank Plc. They say that Clydesdale failed to switch their mortgage from a capital repayment mortgage onto an interest-only basis. This has led to the bank taking much higher payment... (3 pages)View decision -
Decision Reference DRN-5221650
17 Jan 2025 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5221650 The complaint Ms H complains that Aldermore Bank Plc (“Aldermore”) terms weren’t clear about when it paid interest and that it was wrong to deduct penalty interest when she withdrew the funds from her ISA with it. In particular, Ms H says Aldermore didn’t apply interest on t... (3 pages)View decision -
Decision Reference DRN-5094037
17 Jan 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5094037 The complaint Mr B is unhappy Transunion International UK Limited’s website won’t allow him to raise disputes about searches on his credit file. What happened Mr B says an individual who he sold his car to, is making fraudulent applications using his details. As a result of... (4 pages)View decision -
Decision Reference DRN-4984739
17 Jan 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4984739 The complaint Mr M complains through a representative that Motonovo Finance Limited (“Motonovo”) didn’t check to make sure the hire purchase agreement was affordable for him. Mr M’s representative also says that he didn’t receive copies of all the paperwork and the time at ... (6 pages)View decision -
Decision Reference DRN-5211293
17 Jan 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5211293 The complaint Mr R complains that Creation Consumer Finance Ltd (Creation) did not mark his account as defaulted. What happened Mr R had a debt with Creation (and other lenders). He entered a Scottish Debt Arrangement Scheme (DAS) in January 2020. The debt due to Creation wa... (3 pages)View decision -
Decision Reference DRN-5237928
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5237928 The complaint Mr A complains that HSBC UK Bank Plc (HSBC) have been unreasonable not to reopen his credit card account on the same interest rate as had previously been applied. What happened Mr A’s credit card account was closed in error in October 2022. HSBC agreed to reope... (2 pages)View decision -
Decision Reference DRN-5265008
17 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5265008 The complaint Mr C complains J.P. Morgan Europe Limited, trading as Chase, blocked and closed his account without explanation. Mr C is also unhappy with how long it took for his funds to be returned. To keep things simple, I will mainly refer to “Chase” in my decision. Mr C ... (2 pages)View decision -
Decision Reference DRN-4785714
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4785714 The complaint S complains that HSBC UK Bank Plc (HSBC) is refusing to refund the amount S lost as the result of a scam. S is being represented by a third party. To keep things simple, I will refer to S throughout my decision. What happened The background of this complaint is... (3 pages)View decision -
Decision Reference DRN-4676643
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4676643 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t refund the money he lost, after he believes he fell victim to a scam. What happened Mr M found a PC gaming set listed on a well-known online selling platform (that I’ll call E... (4 pages)View decision -
Decision Reference DRN-4780017
17 Jan 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4780017 The complaint Miss T complains about the quality of a used car she acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’). Miss T says the car was not fit for purpose from the start, and she was u... (4 pages)View decision
