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 161648 results
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Decision Reference DRN-5049860
16 Jan 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5049860 The complaint Mr V complains that a car that was supplied to him under a conditional sale agreement with Hyundai Capital UK Limited wasn’t of satisfactory quality. He’s being represented in his complaint by a legal adviser. What happened A new car was supplied to Mr V under ... (4 pages)View decision -
Decision Reference DRN-5178151
16 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5178151 The complaint Mr T complains about letters he’s received from Lloyds Bank PLC about his credit card in which he was asked to increase his payments. He’s also unhappy about the amount of interest he’s being charged. What happened Mr T opened a credit card account with Lloyds ... (3 pages)View decision -
Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN-5206953
16 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5206953 The complaint Miss A is unhappy that TSB Bank plc won’t reimburse her for a payment she made wherein she never received the goods that she’d paid for. What happened Miss A made a payment from her TSB account to a money transfer service from where she made a payment to a merc... (3 pages)View decision -
Decision Reference DRN-5214258
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5214258 The complaint Mr K is unhappy that Bank of Scotland plc trading as Halifax didn’t refund him after he told it he had fallen victim to a scam. Mr K is represented in this matter by a claims management company, but for ease of reading I’ll only refer to Mr K in this decision. ... (4 pages)View decision -
Decision Reference DRN-4997036
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4997036 The complaint Mrs T complains that holiday accommodation she booked was not of a satisfactory standard. Because she paid for the accommodation with her credit card, issued by Nationwide Building Society, she says that she has a claim against it in the same way as she has a c... (3 pages)View decision -
Decision Reference DRN-4973025
16 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4973025 The complaint Mrs A complains Sainsbury’s Bank Plc unfairly declined her chargeback claims and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened In June 2023 Mrs A made three payments to a... (3 pages)View decision -
Decision Reference DRN-5236678
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236678 The complaint Miss K complains that Barclays Bank UK PLC closed her account and returned £950 to the remitting bank. What happened Miss K had an account with Barclays. In June 2023, Barclays wrote to Miss K to say it was going to restrict access to the account while it carri... (2 pages)View decision -
Decision Reference DRN-5267163
16 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5267163 The complaint Miss C is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view ... (6 pages)View decision -
Decision Reference DRN-5193802
16 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5193802 The complaint Mr and Ms M complain that Marks & Spencer Financial Services Plc (trading as M&S Bank) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Ms M came across an opportunity to invest in a company which leased cars – Buy... (6 pages)View decision
