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 162956 results
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Decision Reference DRN-5258055
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5258055 The complaint Mr H complains that Bank of Scotland plc trading as Halifax provided incorrect details about the date he was removed as Power of Attorney (POA) from his late fathers’ bank account. He also complains about the customer service he received. The details of this co... (2 pages)View decision -
Decision Reference DRN-4715276
31 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4715276 The complaint Mr D complains Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card. What happened Mr D held a credit card with Barclaycard for many years. In August 2022, Barclaycard wrote to Mr D saying it was reducing his credit limit fro... (2 pages)View decision -
Decision Reference DRN-5296038
31 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5296038 Complaint Mr M complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his basic commitments going forward, witho... (5 pages)View decision -
Decision Reference DRN-5264205
31 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5264205 The complaint Mr and Mrs W complain that Barclays Bank UK PLC unfairly charged them more than the 0.15% above Bank of England Base (BoEB) rate they agreed to as there is a delay between BoEB rate changes and rate changes to their mortgage. What happened In November 2023 Mr ... (3 pages)View decision -
Decision Reference DRN-5228491
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5228491 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the representati... (3 pages)View decision -
Decision Reference DRN-4780744
31 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4780744 The complaint Mr S has complained that Capital One (Europe) plc has unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened Mr S has explained that he bought a brand new electric bike in August 2022, using his Capital One card. However, he... (1 page)View decision -
Decision Reference DRN-5228504
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5228504 The complaint Mr S complains that Wise Payments Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the repres... (3 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN-4938624
31 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4938624 The complaint Mr S has complained that American Express Services Europe Limited (AESEL) (‘Amex’) has not refunded him £33.15 in respect of goods he didn’t receive. What happened Mr S bought an item from a third party, as the cost of £33.15. He’s explained it wasn’t received.... (1 page)View decision -
Decision Reference DRN-5299073
31 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5299073 The complaint Mr R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In January 2023 Mr R entered into a two-year fixed sum loan agreement... (6 pages)View decision
