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 125399 results
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Decision Reference DRN-4574651
11 Jun 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4574651 The complaint Mr G complains about the quality of a car provided to him on finance by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal r... (5 pages)View decision -
Decision Reference DRN-4742392
11 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4742392 The complaint Mr B complains that Specialist Motor Finance Limited (Specialist Motor Finance) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened In March 2023 Mr B acquired a vehicle financed by a hire purchase agreement from Spe... (4 pages)View decision -
Decision Reference DRN-4846452
11 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4846452 The complaint Miss G complains that Zopa Bank Limited (“Zopa”) is holding her liable for the debt on a loan which she says was taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything ... (2 pages)View decision -
Decision Reference DRN-4845586
11 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4845586 The complaint A company, which I’ll refer to as W, complains that Barclays Bank UK Plc unfairly closed its bank account as a result of a Know Your Customer (KYC) review. What happened W’s director told us: W had a business account with Barclays for over a decade. The account w... (5 pages)View decision -
Decision Reference DRN-4545460
11 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4545460 The complaint Miss N complains that Lloyds Bank PLC did not refund all the money she lost to a scam. What happened Both parties are aware of the circumstances of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss N was introduced t... (4 pages)View decision -
Decision Reference DRN-4841239
11 Jun 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4841239 The complaint Mr A complains that TransUnion International UK Limited (TransUnion) added his brother’s mortgage account to his credit file and failed to resolve this within a reasonable timeframe once informed of the error. What happened I issued my provisional decision to both... (3 pages)View decision -
Decision Reference DRN-4845928
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4845928 The complaint T, a limited company, complains that National Westminster Bank Plc unreasonably closed its accounts and withheld needed funds. They’d like to be compensated. What happened T held accounts with NatWest, including accounts for funds held in Euros and US Dollars. In ... (3 pages)View decision -
Decision Reference DRN-4846103
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4846103 The complaint Mrs D complains that National Westminster Bank Plc has treated her business unprofessionally and unfairly. This began with a review of her business accounts, but resulted in her bounce back loan being put into default and the business current account closed. She s... (6 pages)View decision -
Decision Reference DRN-4789834
11 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4789834 The complaint Mr J complains that American Express Services Europe Limited (AESEL) failed to recover the money paid for an item purchased on his credit card. What happened On 18 May 2023 Mr J purchased a barbecue for £129.29 from an online retailer I’ll call “Y” using his AESEL... (3 pages)View decision -
Decision Reference DRN-4845081
11 Jun 2024 Progressive Money Limited UpheldConsumer CreditDRN-4845081 The complaint Mr H complains that Progressive Money Limited irresponsibility lent to him when it agreed a loan. What happened In June 2018 Progressive Money gave Mr H a £3,500 loan to be repaid over 36 months. The APR was 46.78% and the monthly repayment was approximately £166.... (4 pages)View decision
