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 130193 results
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Decision Reference DRN-5014276
12 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5014276 The complaint Miss S complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to correctly set up a new direct debit on her credit card account. As a result a monthly repayment was missed, and a late fee charged. And more recently, Miss S complains th... (4 pages)View decision -
Decision Reference DRN-5016037
12 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5016037 The complaint Mr M is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t award him 100,000 Avios points after he signed up for a promotion specifically to receive those points. What happened Mr M contacted Barclays in November 2023 because he wanted to take a... (2 pages)View decision -
Decision Reference DRN-5013776
12 Sep 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-5013776 The complaint Miss S is unhappy that she’s being held responsible for the outstanding balance after a car supplied to her under a hire purchase agreement with Advantage Finance Ltd was returned to them. What happened In October 2016, Miss S was supplied with a used car thro... (5 pages)View decision -
Decision Reference DRN-5017622
12 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5017622 The complaint Mr Y complains Vanquis Bank Limited irresponsibly lent to him. Mr Y is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr Y himself. What happened Mr... (5 pages)View decision -
Decision Reference DRN-4884294
12 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-4884294 The complaint Mr and Mrs R complain that Bank of Scotland plc trading as Halifax: Has not given them all of the information it should have under a data subject access request (DSAR) and withheld evidence relating to another complaint. Did not put in place the new interes... (6 pages)View decision -
Decision Reference DRN-5017527
12 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5017527 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In mid-2023, Mr H started to receive messages from someone he was in an online message group with, about an opportunity to invest in cryptocurre... (5 pages)View decision -
Decision Reference DRN-5017522
12 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5017522 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In mid-2023, Mr H started to receive messages from someone he was in an online message group with, about an opportunity to invest in cryptocurrenc... (7 pages)View decision -
Decision Reference DRN-4928973
12 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4928973 Complaint Mr E has complained about credit cards which Bank of Scotland plc (trading as “Halifax”) provided to him. He says that the credit cards were unaffordable for him and so shouldn’t have been provided. Background Halifax provided Mr E with four credit cards in total.... (7 pages)View decision -
Decision Reference DRN-4687697
11 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4687697 The complaint Mr S complains about the way AXA Insurance UK Plc (“AXA”) handled a claim made under his home insurance policy. What happened In April 2023, Mr S made a claim to AXA for a leaking water supply. AXA investigated the claim further but repairs weren’t completed un... (2 pages)View decision -
Decision Reference DRN-5012786
11 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5012786 The complaint Mr G, through a representative, says NewDay Ltd irresponsibly lent to him. What happened Mr G applied for a credit card from NewDay in August 2019. It was approved with a limit of £1,200. He was then given five credit limit increases until his limit reached £8,... (3 pages)View decision