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-5232116
16 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5232116 The complaint Mr and Mrs E complain that they were unable to port their existing Clydesdale Bank Plc mortgage product to a new property. What happened Mr and Mrs E took out a staff offset tracker mortgage with Clydesdale in 2013. In 2016, Mrs E stopped working for the bank. ... (3 pages)View decision -
Decision Reference DRN-5263318
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5263318 The complaint Mrs E complains that Bank of Scotland plc trading as Halifax cancelled her direct debit without her permission and without informing her. What happened Mrs E banks with Halifax and used the account to pay her credit card bill by direct debit. However, in mid-2... (5 pages)View decision -
Decision Reference DRN-5170041
16 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5170041 The complaint Miss S complains that NewDay Ltd (‘NewDay’) trading as Debenhams Mastercard, applied a default unfairly because it applied it around two years after it first issued a default notice. What happened Miss S had a NewDay branded credit card. In March 2018 she told... (3 pages)View decision -
Decision Reference DRN-5262009
16 Jan 2025 Bradford & Bingley Limited UpheldMortgagesDRN-5262009 The complaint Mrs S’ complaint is that Bradford & Bingley Limited has lost the title deeds and related documentation it was provided with when she took out a mortgage with it in 1998. What happened Mrs S’ mortgage with Bradford & Bingley was advanced in September 199... (4 pages)View decision -
Decision Reference DRN-5141490
16 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5141490 The complaint Mr C complains that he was robbed at a branch of National Westminster Bank Plc (NatWest) due to a lack of security and a lack of intervention from the staff. He said NatWest should reimburse his loss. And he also complained about poor customer service since the... (4 pages)View decision -
Decision Reference DRN-5265216
16 Jan 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5265216 The complaint Mrs F complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) didn’t include insurance cover when she acquired a new mobile phone through a fixed sum loan agreement. What happened Mrs F not being able to successfully apply for... (4 pages)View decision -
Decision Reference DRN-4914509
16 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4914509 The complaint Mr A is unhappy that Kroo Bank Ltd removed money from his account after they were reported as fraudulent. What happened Mr A opened an account with Kroo on 15 May 2023. On 16 May 2023 Kroo blocked Mr A’s account as it received reports from third party banks th... (4 pages)View decision -
Decision Reference DRN-5255508
16 Jan 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5255508 The complaint Miss B complains about how FirstRand Bank Limited trading as Motonovo Finance (‘Motonovo’) has administered her car finance. She says that it has repeatedly informed a credit reference agency that she has missed payments when this was not the case. She has als... (3 pages)View decision -
Decision Reference DRN-5250966
16 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5250966 Complaint Miss S has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card was irresponsibly provided as it was unaffordable. Background Vanquis provided Miss S with a credit card with a limit of £250 in April 2021. One of ou... (3 pages)View decision -
Decision Reference DRN-5196463
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5196463 The complaint Mrs B complains that NewDay Ltd (trading as Marbles Card) was irresponsible when it offered her credit. What happened NewDay opened a credit card account for Mrs B in early August 2022 with a credit limit of £900. This type of credit was an open-ended or runni... (3 pages)View decision
