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-5203237
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5203237 The complaint Miss T complains about the service she received when she contacted NewDay Ltd trading as Aqua to set up a repayment plan. What happened Miss T holds a credit card account with Aqua. The card fell into arrears. On 22 May 2024 Miss T called NewDay to set up a pay... (3 pages)View decision -
Decision Reference DRN-5082197
15 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5082197 The complaint Mr E complains Santander UK Plc (“Santander”) blocked and closed his accounts, including a Help-to-Buy (“H2B”) ISA. To put things right, Mr E wants Santander to reinstate his H2B ISA, so he doesn’t lose out on the Government incentive he had been saving towards... (2 pages)View decision -
Decision Reference DRN-5253328
15 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5253328 The complaint Mr F complains that a new car he acquired via a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”) wasn’t of satisfactory quality. He says that although the business has made a settlement to him, the amount offered wasn’t fair wh... (4 pages)View decision -
Decision Reference DRN-5190051
15 Jan 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5190051 The complaint Mr S complains about the effects on his credit file due to actions by Barclays Bank UK PLC trading as Barclaycard (Barclaycard). What happened Mr S was the victim of identity theft in January 2019. Someone applied for a new card in his name and used a fake addr... (4 pages)View decision -
Decision Reference DRN-5264749
15 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5264749 The complaint Mrs K complains that Wise Payments Limited (Wise) won’t refund money she lost in an impersonation scam. What happened What Mrs K says: Mrs K was new to living and working in the UK. On 5 July 2023, she got a phone call from someone who said they were calling fr... (6 pages)View decision -
Decision Reference DRN-4942780
15 Jan 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4942780 The complaint Miss M complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-4907988
15 Jan 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4907988 The complaint Mr R complains that a car he acquired via a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality. He wishes to reject the car and cancel the agreement. What happened In... (4 pages)View decision -
Decision Reference DRN-5264178
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5264178 The complaint Mr J complains that NewDay Ltd, trading as Aqua, irresponsibly provided him with a credit card and credit limit increases. Mr J is supported in bringing this complaint by a representative. But, for ease, I’ll refer to any actions or submissions as being those ... (3 pages)View decision -
Decision Reference DRN-5106610
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5106610 The complaint Mrs P complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs P had invested through a company I’ll refer to as B in 2017. She received the returns and final ... (5 pages)View decision -
Decision Reference DRN-5175738
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5175738 The complaint Miss C complains about Bank of Scotland plc (BOS) when she attempted to open a savings account and, how they treated her afterwards. What happened In August 2024, Miss C went to a branch of BOS to open an account but was told that an appointment was required t... (2 pages)View decision
