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-4447131
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4447131 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (10 pages)View decision -
Decision Reference DRN-5284741
24 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5284741 The complaint Mrs H is unhappy with National Westminster Bank Plc. Mrs H wanted to draw out a very large sum of cash (£60,000) from a bank branch. Mrs H spoke to the bank about drawing out the money, but agreement couldn’t be reached on releasing her the cash. What happened... (10 pages)View decision -
Decision Reference DRN-5248110
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248110 The complaint Mr L is unhappy that HSBC UK Bank Plc will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr L has brought his complaint through a representative, for ease of reading I will refer solely to Mr L in this decision. What hap... (4 pages)View decision -
Decision Reference DRN-5249905
24 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5249905 The complaint Mr S says that Lex Auto Lease Ltd (‘Lex’), trading as Land Rover Contract Hire, were unreasonable to register a default against him. What happened Mr S entered into a hire agreement with Lex in June 2019 to fund the provision of a car. On 4 April 2024 after the... (2 pages)View decision -
Decision Reference DRN-5219694
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5219694 The complaint Miss A complains that NewDay trading as Aqua lent irresponsibly when granting her a credit card and subsequent credit increases. What happened In August 2018 Miss A applied for a credit card with Aqua with an initial limit of £450. Her limit went on to be incr... (6 pages)View decision -
Decision Reference DRN-5215317
24 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5215317 The complaint Mr P complains that he should’ve been eligible for free legal services when remortgaging his Bank of Scotland plc trading as Birmingham Midshires (BM) buy to let (BTL) mortgage. He says the solicitors caused further delays which have caused him a financial loss... (3 pages)View decision -
Decision Reference DRN-5267931
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5267931 The complaint Miss K has complained that HSBC UK Bank Plc can’t provide her with evidence that she tried to pay for her car insurance. What happened Miss K says in December 2023 she tried to renew her car insurance by making a payment from her bank account. She says she rece... (2 pages)View decision -
Decision Reference DRN-5266532
24 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5266532 The complaint Ms W complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out suitable affordability checks. What happened In October 2019, Oodle provided Ms W with a hire purchase agreement thr... (4 pages)View decision -
Decision Reference DRN-5248855
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5248855 The complaint Miss A complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for support with her mortgage. What happened Miss A has a mortgage with Virgin Money that she was in the process of re-mortgaging towards the end of 2023. Miss A cal... (3 pages)View decision -
Decision Reference DRN-4794549
24 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4794549 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limit on his credit card account. What happened In November 2023, Barclaycard told Mr O it would be reducing his credit limit on his credit... (3 pages)View decision
