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-4769984
31 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4769984 The complaint Mr B has complained that Capital One (Europe) plc has failed to refund him for payments he made to a third party merchant. What happened Mr B used his Capital One card to partially pay a third party for works to his downstairs bathroom, including tiling. He’s e... (2 pages)View decision -
Decision Reference DRN-5274923
31 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5274923 The complaint Mr B has complained through a representative about a hire-purchase agreement which BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMW”) provided him. Mr B says BMW didn’t complete sufficient affordability checks before providing the fin... (5 pages)View decision -
Decision Reference DRN-4582055
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4582055 The complaint Mrs S is unhappy that Santander UK Plc won’t reimburse money she lost to a scam. What happened Mrs S was contacted by a company offering her work carrying out “app [application] optimisation”. While doing the work she was offered “super orders”, but these order... (4 pages)View decision -
Decision Reference DRN-5104035
31 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5104035 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the money he lost when he fell victim to a scam. What happened Mr B invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in August 2019. Mr B’s unders... (7 pages)View decision -
Decision Reference DRN-5299246
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299246 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) blocked and closed his current, credit card, and loan accounts without notice nor explanation. Mr B is unhappy HSBC demanded full payment of his overdraft and loan balances and didn’t let him agree a repayment plan. Mr B... (5 pages)View decision -
Decision Reference DRN-5141814
31 Jan 2025 Santander UK Plc Not upheldConsumer CreditDRN-5141814 The complaint Mrs H complains, through a representative that Santander UK Plc (“Santander”) gave her a loan without conducting the correct affordability checks. Had the correct checks been carried out Santander would’ve realised Mrs H had no means to repay the loan. What ha... (4 pages)View decision -
Decision Reference DRN-5274332
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5274332 The complaint Mrs F complains Santander UK Plc (“Santander”) made mistakes and failed to signpost her correctly when wanted to upgrade her existing ISA to one offering a better rate. What happened Following the maturity of a fixed rate ISA on 2 October 2024 Mrs F transferred... (3 pages)View decision -
Decision Reference DRN-5244096
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5244096 The complaint Miss M complained because Bank of Scotland plc, trading as Halifax, refused to refund her for cash withdrawals which she said she didn’t authorise. What happened On 30 May 2024, Miss M contacted Halifax. She said she’d noticed two cash machine withdrawals whic... (3 pages)View decision -
Decision Reference DRN-5269572
31 Jan 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5269572 The complaint Mr and Mrs B’s complaint is about the actions HSBC UK Bank Plc took to recover an outstanding mortgage debt. Mr and Mrs B believe HSBC put undue pressure on them, as a result of which they accepted a lower price for the property. Mr and Mrs B are also unhappy a... (4 pages)View decision -
Decision Reference DRN-5279285
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5279285 The complaint The estate of Mr M complains Santander UK Plc allowed an unauthorised third party to withdraw funds Santander held for Mr M held after his death. The estate further complains the beneficiary of the deceased estate was denied access to these funds for eight year... (3 pages)View decision
