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 157456 results
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Decision Reference DRN-5091874
21 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5091874 The complaint Mr H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (13 pages)View decision -
Decision Reference DRN-5094611
21 Oct 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5094611 The complaint Mr T complains that MBNA Limited (MBNA) lent to him irresponsibly. What happened Mr T is represented by his daughter but I refer to Mr T as the complainant here. Mr T has had a credit card from MBNA since 1999. From that time, he had a limit of £12,000. This wa... (6 pages)View decision -
Decision Reference DRN-5034897
21 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5034897 The complaint Mr S complains that Santander UK Plc won’t switch his current account to another bank despite a valid switching request being made. Mr S’s complaint is brought to this service by his authorised representative, his son, whom for ease of reference I will refer to... (2 pages)View decision -
Decision Reference DRN-4967075
21 Oct 2024 Charter Court Financial Services Limited UpheldBanking and PaymentsDRN-4967075 The complaint Ms N complains that Charter Court Financial Services Limited trading as Charter Savings Bank’s account terms and conditions didn’t make it clear that there would be contact by post and didn’t provide her with the service it should have when she contacted it abo... (3 pages)View decision -
Decision Reference DRN-4961072
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4961072 The complaint Miss D is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing her with a credit card she couldn’t afford and going on to increase the limit. What happened In June 2017, Miss D o... (4 pages)View decision -
Decision Reference DRN-5079981
21 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5079981 The complaint Mr H complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr H is represented by a solicitors firm 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 H himself. What ... (4 pages)View decision -
Decision Reference DRN-5013353
21 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5013353 The complaint The estate of Mr O complains HSBC UK Bank Plc delayed closing an account. What happened The estate of Mr O is represented by Mrs M, and another executor, but Mrs M has made the submissions to this service so I’ll only talk about her in my decision. Mr O sadl... (3 pages)View decision -
Decision Reference DRN-5018372
21 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5018372 The complaint Mr K complains National Westminster Bank Plc (NatWest) made a mistake with closing his account and giving him information, which led to a number of difficulties. He’d like to be fairly compensated for the impact. What happened A summary of what happened is belo... (2 pages)View decision -
Decision Reference DRN-4998077
21 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4998077 The complaint Mr T complains that Barclays Bank UK PLC trading as Barclaycard hasn’t provided the service it should have when he requested an affordable repayment plan. He wants an affordable repayment plan put in place and his credit file amended. What happened Mr T contact... (2 pages)View decision -
Decision Reference DRN-5013675
21 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5013675 The complaint Mr A has complained Lloyds Bank plc won’t refund him for cash machine withdrawals he didn’t make. What happened On 1 February Mr A went to a cash machine but before he could make his request to withdraw cash, his card appeared to have been retained by the machi... (2 pages)View decision
