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-5219462
17 Jan 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5219462 The complaint Miss F complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In October 2019, Oodle provided Miss F with a hire purchase agreement... (5 pages)View decision -
Decision Reference DRN-5132786
17 Jan 2025 Salary Finance Limited Not upheldConsumer CreditDRN-5132786 The complaint Mr C complains that Salary Finance Limited recorded adverse information on his credit file without telling him. He wants the adverse information removed. What happened. Mr C was provided with a £650 loan by Salary Finance in August 2020. Under the agreement he ... (3 pages)View decision -
Decision Reference DRN-5268269
17 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5268269 The complaint Mr H complains that Volvo shouldn’t have, on the grounds of affordability, lent to him, that the agreement was mis-sold to him and that the car supplied to him, under the agreement, was of unsatisfactory quality. What happened In January 2022 Mr H entered into... (5 pages)View decision -
Decision Reference DRN-5219404
17 Jan 2025 Leasing Options Limited Not upheldConsumer CreditDRN-5219404 The complaint Miss P complains about termination charges when she ended her agreement with Leasing Options Limited. What happened In August 2024 Miss P ordered a car through Leasing Options and signed an order confirmation. The car was delivered on 28 August 2024. On driving... (2 pages)View decision -
Decision Reference DRN-5268437
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5268437 The complaint Miss B complains Monzo Bank Ltd took too long to refund her after she was the victim of fraud, causing her unnecessary distress and inconvenience. What happened I sent the parties a provisional decision in January 2024, in which I set out the following backgrou... (4 pages)View decision -
Decision Reference DRN-4701329
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4701329 The complaint Mr T is unhappy with how HSBC UK Bank Plc trading as first direct (‘HSBC’) handled a claim under the chargeback scheme. What happened Around May 2023 Mr T was in discussions with a dental clinic, who I’ll refer to as ‘K’, about various potential dental treatme... (3 pages)View decision -
Decision Reference DRN-4917982
17 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4917982 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc closed its bank account without notification – leading to payments intended for R going astray. What happened R’s directors told us: R had a bank account with Barclays since 2000. ... (3 pages)View decision -
Decision Reference DRN-5151422
17 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5151422 The complaint Mr J complains that NewDay Ltd trading as Pulse irresponsibly lent to him. Mr J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr J him... (3 pages)View decision -
Decision Reference DRN-5225126
17 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5225126 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr A was provided with a Virgin Money credit card in October 2022. The credit limit was £2,400 and hasn’t been increased. Mr A said that Virgi... (4 pages)View decision -
Decision Reference DRN-4896603
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4896603 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. Wh... (3 pages)View decision
