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-4835810
25 Jun 2024 Close Brothers Limited UpheldConsumer CreditDRN-4835810 The complaint Miss P is unhappy with the quality of a car she financed with Close Brothers Limited trading as Close Brothers Motor Finance (‘CB’). What happened The parties are familiar with the background details of this complaint so I will just summarise things here. It refle... (5 pages)View decision -
Decision Reference DRN-4850962
25 Jun 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4850962 The complaint Ms G is unhappy following the delays she encountered with Zopa Bank Limited when she transferred her cash ISA from another bank. What happened Ms G arranged the transfer on 15 January to Zopa from her previous provider. But it took 51 days to complete. Ms G was un... (3 pages)View decision -
Decision Reference DRN-4785994
25 Jun 2024 Lendable Ltd UpheldConsumer CreditDRN-4785994 The complaint Mr F complains that Lendable Ltd waited too long to close a loan and record a default on his credit file. What happened Mr F had a loan with Lendable and stopped making full payments in September 2016 when he entered a Debt Management Plan (DMP). Lendable continue... (2 pages)View decision -
Decision Reference DRN-4822511
25 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4822511 The complaint Mr S complains that Bank of Scotland plc trading as Halifax did not allow him to withdraw the money he needed from his account. What happened Mr S has an account with Halifax. Mr S lives with disabilities and does not leave his home very often. So he arranges his ... (2 pages)View decision -
Decision Reference DRN-4854197
25 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4854197 The complaint Miss G says Barclays Bank UK PLC, trading as Barclaycard, unfairly declined her request for a credit limit increase (CLI) in relation to her credit card account. What happened Briefly, from September 2023 onwards, Miss G was in contact with Barclays to request an ... (3 pages)View decision -
Decision Reference DRN-4860526
25 Jun 2024 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-4860526 The complaint Mr P has complained that Acorn Insurance & Financial Services Ltd told him he was covered under his Taxi Insurance policy to drive his car on a fully comprehensive basis while he was driving in Europe. When he actually only had the minimum cover legally requir... (5 pages)View decision -
Decision Reference DRN-4831176
25 Jun 2024 Mortgage Agency Services Number Four limited UpheldMortgagesDRN-4831176 The complaint Ms B and Mr V complain that the interest rate Mortgage Agency Services Number Four Limited (MAS4) have charged on their mortgage is unfairly high. They complain the rate has been increased for reasons not permitted under the terms and conditions of the account. Wh... (7 pages)View decision -
Decision Reference DRN-4824362
25 Jun 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4824362 The complaint Mr P complains that American Express Services Europe Limited (“AESEL”) declined a transaction on his credit card and reduced his credit limit. What happened Mr P holds two credit cards with AESEL. On 8 December 2022 AESEL declined a transaction on one of Mr P’s cr... (3 pages)View decision -
Decision Reference DRN-4871521
25 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4871521 The complaint Mr A has complained that National Westminster Bank Plc (trading as NatWest) won’t refund transactions he says he didn’t make or otherwise authorise. What happened This complaint revolves around a personal savings account which was opened in 2001, alongside a perso... (4 pages)View decision -
Decision Reference DRN-4869365
25 Jun 2024 J D Williams & Company Limited UpheldConsumer CreditDRN-4869365 The complaint Mrs P complains that JD Williams & Company Limited acted irresponsibly by lending her three catalogue shopping accounts. What happened Mrs P took out her first account with JD Williams & Company Limited (JD Williams) in July 2016, under its Simply Be brand... (6 pages)View decision