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-4908731
18 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4908731 The complaint Mr W complains Santander UK Plc (“Santander”) changed the rate on his savings account despite saying the interest rate at the outset would be in place for 12 months from opening. What happened Mr W complained to Santander after it gave him notice on 8 March 202... (2 pages)View decision -
Decision Reference DRN-4908158
18 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4908158 The complaint Mrs H complained about the way Bank of Scotland plc trading as Halifax dealt with her request for a refund. What happened Mrs H paid around £1,100 using her Halifax credit card for a stay at a hotel I’ll call “C” for four nights’ accommodation in June 2022. Mr... (3 pages)View decision -
Decision Reference DRN-4634823
18 Oct 2024 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4634823 The complaint Ms A complains that the goods she was supplied with under a fixed sum loan with Virgin Media Mobile Finance Limited (‘Virgin Media’) weren’t of satisfactory quality. What happened Ms A entered into an agreement with Virgin Media to finance the purchase of a mob... (3 pages)View decision -
Decision Reference DRN-4865146
18 Oct 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4865146 The complaint Mr T has complained that MBNA Limited won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In February 2024, Mr T opened an MBNA credit card account. He didn’t use it at the time. In March 2024, Mr T’s card details were used t... (3 pages)View decision -
Decision Reference DRN-4853263
18 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4853263 The complaint Mr G complains about the quality of a car which he purchased using his debit card supplied by Bank of Scotland plc trading as Halifax (“Halifax”). What happened In September 2023, Mr G purchased a car from a supplier I’ll refer to as “S” for £8,700. Mr G paid £... (5 pages)View decision -
Decision Reference DRN-5067993
18 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5067993 The complaint Mr F complains that American Express Services Europe Limited trading as American Express (Amex) unfairly refused to allow him to participate in its referral programme. Mr F says he has lost out on possible financial rewards. What happened Mr F holds a platinum ... (2 pages)View decision -
Decision Reference DRN-5020918
18 Oct 2024 Topaz Finance Limited Not upheldMortgagesDRN-5020918 The complaint Mr B’s complaint about Topaz Finance Limited trading as Rosinca Mortgages (Rosinca) relates to multiple issues following the expiry of his Buy to Let mortgage (BTL). What happened Mr B took out a BTL with Rosinca which ended on 3 October 2023. At that time Mr ... (6 pages)View decision -
Decision Reference DRN-5072306
18 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5072306 The complaint Miss K says Vanquis Bank Limited irresponsibly lent to her. What happened Miss K took out a credit card from Vanquis in November 2021.She was given a £250 credit limit. The account defaulted in June 2022. Miss K says defaulting on this account has had significa... (3 pages)View decision -
Decision Reference DRN-4434305
18 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4434305 The complaint The estate of Ms W complains that HSBC UK Bank Plc (‘HSBC’) failed to protect the late Ms W from financial harm when a joint account was opened in her name without her knowledge. The complaint has been brought by Ms J as the administrator of the estate of the l... (8 pages)View decision -
Decision Reference DRN-5058470
18 Oct 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-5058470 The complaint Mr H complains that J D Williams & Company Limited was irresponsible in its lending to him. He wants all interest and charges refunded, along with statutory interest, and any adverse information removed from his credit file. Mr H is represented by a third p... (3 pages)View decision
