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-4857677
16 Jan 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4857677 The complaint Mr K complains about the quality of a car supplied to him by Volvo Car Financial Services UK Limited (“VCFS”). What happened Mr K acquired a new car under a hire agreement with VCFS in May 2023. Under the agreement, Mr K made an advance payment of £1,889.53 and... (5 pages)View decision -
Decision Reference DRN-5215442
16 Jan 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5215442 The complaint Mrs F complains that Frasers Group Financial Services Limited (‘Frasers Group’), trading as Studio, were unreasonable to apply charges and interest and to report missed payments on a transaction for goods she never received. What happened Mrs F ordered a bed an... (2 pages)View decision -
Decision Reference DRN-5064903
16 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5064903 The complaint Mr B complains that the car he acquired through Oodle Financial Services Limited wasn’t of satisfactory quality. He says he identified a number of issues and problems with the car on the day it was acquired. Mr B he wants to reject the car. Mr B is represented... (6 pages)View decision -
Decision Reference DRN-5237473
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237473 The complaint Miss Z complains Monzo Bank Ltd caused her considerable distress and inconvenience because she couldn’t access her account for two months. What happened Miss Z has a current account with Monzo Bank that she had difficulties opening. This complaint isn’t about t... (2 pages)View decision -
Decision Reference DRN-5245092
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5245092 The complaint Mr F complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2018, Mr F made a further investment of £42,000 in 2... (7 pages)View decision -
Decision Reference DRN-5182709
16 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5182709 The complaint Ms C complains that Wise Payments Limited didn’t do enough to protect her from losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (4 pages)View decision -
Decision Reference DRN-5102450
16 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5102450 The complaint Ms G is unhappy about HSBC UK Bank Plc (“HSBC”) refusing to refund transactions she says she did not make. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I wil... (4 pages)View decision -
Decision Reference DRN-4752612
16 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4752612 The complaint Mr K is unhappy Monzo Bank Ltd will not refund the money he lost as a result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative. For ease of reading I will refer solely to Mr K in this decision. What happened As both p... (5 pages)View decision -
Decision Reference DRN-5235390
16 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5235390 The complaint Mr R complains Nationwide Building Society took too long to process one of his payments – which caused him a lot of distress – and has told him he might want to consider banking elsewhere given the number of complaints he’s made. What happened Mr R has an accou... (2 pages)View decision -
Decision Reference DRN-5241311
16 Jan 2025 Newcastle Building Society Not upheldBanking and PaymentsDRN-5241311 The complaint Mrs H complains that Newcastle Building Society (NBS) has provided misleading and inconsistent information about her fixed rate ISAs. What happened Mrs H opened a fixed rate ISA with NBS on 22 June 2022. This matured on 25 July 2024, and she transferred the bal... (4 pages)View decision
