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 162957 results
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Decision Reference DRN-5302446
11 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5302446 The complaint Mr K complains about the advice he received and his customer service experience whilst making a complaint to HSBC UK Bank Plc trading as first direct. What happened Mr K contacted first direct in early September 2024 because his account had gone into overdraft.... (3 pages)View decision -
Decision Reference DRN-5276883
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5276883 The complaint Mr P complains NewDay Ltd trading as Fluid Mastercard irresponsibly lent to him. Mr P is represented by a claims management company 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... (3 pages)View decision -
Decision Reference DRN-5088017
11 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5088017 The complaint Ms G is the executor for the estate of the late Mr H. She is being represented by Miss H, who has complained that Stellantis Financial Services UK Limited trading as PSA Finance UK (“PSA”) supplied the late Mr H with a car that wasn’t of satisfactory quality. ... (6 pages)View decision -
Decision Reference DRN-4783711
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783711 The complaint Mr K complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5273803
11 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5273803 The complaint Mr J complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr J is represented by a claims management company 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 J h... (3 pages)View decision -
Decision Reference DRN-5321952
11 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5321952 The complaint A limited company, W, complains that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered as the result of a scam. W’s complaint has been brought by its director Mr R, who has used a representative when doing so. But for eas... (5 pages)View decision -
Decision Reference DRN-4962714
11 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4962714 The complaint Mr H has complained that Santander UK Plc has failed to refund him for bathroom accessories he bought from a third party. At times, Mr H has been represented in bringing his complaint. But, for clarity, I’ll refer to all submissions made on his behalf, as havin... (2 pages)View decision -
Decision Reference DRN-5299229
11 Feb 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5299229 The complaint Mr W complains that a used car supplied to him by Zopa Bank Limited (Zopa) under a hire purchase agreement is of unsatisfactory quality. What happened In November 2023, Mr W entered into a hire purchase agreement with Zopa for a ... (5 pages)View decision -
Decision Reference DRN-5321767
11 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5321767 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (Halifax) was slow to send him statements on two savings accounts. What happened Mr W lives in the USA. He has two passbook savings accounts with Halifax, one in his sole name and one being a joint ac... (3 pages)View decision -
Decision Reference DRN-5297771
11 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5297771 The complaint A limited company, which I’ll refer to as H, complains that Barclays Bank UK PLC did not fulfil its obligations under the Direct Debit Guarantee (“DDG”) Scheme, when H requested a refund. What happened On 9 May 2024, H contacted the bank to request a refund of ... (3 pages)View decision
