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 128312 results
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Decision Reference DRN-4914509
16 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4914509 The complaint Mr A is unhappy that Kroo Bank Ltd removed money from his account after they were reported as fraudulent. What happened Mr A opened an account with Kroo on 15 May 2023. On 16 May 2023 Kroo blocked Mr A’s account as it received reports from third party banks th... (4 pages)View decision -
Decision Reference DRN-5255508
16 Jan 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5255508 The complaint Miss B complains about how FirstRand Bank Limited trading as Motonovo Finance (‘Motonovo’) has administered her car finance. She says that it has repeatedly informed a credit reference agency that she has missed payments when this was not the case. She has als... (3 pages)View decision -
Decision Reference DRN-5265108
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5265108 The complaint R, a limited company, has complained that HSBC UK Bank Plc won’t refund transactions it says it didn’t authorise. Mr G, as director of R, is representing the company. What happened One day in autumn 2023, R’s HSBC card and PIN were used for around £16,000 of sp... (5 pages)View decision -
Decision Reference DRN-5197542
15 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5197542 The complaint Mr and Mrs H complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (23 pages)View decision -
Decision Reference DRN-5177956
15 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5177956 The complaint Mr A complains that AXA Insurance UK Plc trading as Moja unfairly treated his policy as void and declined to pay a claim. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2017. Mr A acquired the car. ... (3 pages)View decision -
Decision Reference DRN-5264495
15 Jan 2025 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5264495 The complaint Mr F has complained about the way DAS Legal Expenses Insurance Company Limited handled a claim under the landlord emergency section of his Landlord Insurance policy. When Mr F sent us his complaint form he raised several other issues, which I am not considerin... (4 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-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