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 4777 results
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Decision Reference DRN1605255
10 Feb 2014 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank plc will not refund a card payment which he says he neither made nor authorised. He also complains that the bank has closed his account. backgroundOn the morning of 16 September Mr G received a payment to his debit card from a bookmaker. He says that thi... (2 pages)View decision -
Decision Reference DRN-4571981
22 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4571981 The complaint Mr P complains about a lack of transparency by Capital One (Europe) plc (Capital One) over fees that it charges for cash like transactions. . What happened The details of this complaint are well known to both parties so I won’t repeat them again here. Instead, I w... (2 pages)View decision -
Decision Reference DRN-3118142
20 Oct 2021 TFS Loans Limited UpheldConsumer CreditDRN-3118142 The complaint Miss K complains that TFS Loans Limited trading as TFS Loans irresponsibly provided her with an unaffordable loan. What happened TFS provided Miss K with a loan as follows: Miss K mainly said that TFS didn’t check properly before providing the loan. She soon ran i... (6 pages)View decision -
Decision Reference DRN1787156
22 May 2020 Marks & Spencer Financial Services plc Not upheldBanking and creditMs C is unhappy that Marks & Spencer Financial Services Plc t/a M&S Bank has rejected her chargeback request. She wants M&S to refund her for a number of disputed transactions.backgroundMs C set up a trading account with a third party. This third party supposedly claimed to be ... (2 pages)View decision -
Decision Reference DRN-3737228
5 Oct 2022 HSBC UK Bank Plc Not upheldConsumer CreditDRN-3737228 The complaint Mr P complains that HSBC UK Bank Plc have irresponsibly lent to him. Mr P is represented by his father in law in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr P himself. What happened Mr... (5 pages)View decision -
Decision Reference DRN-4536793
8 Jan 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4536793 Complaint Miss W complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable and so it shouldn’t have been provided to her. Background In February 2018... (3 pages)View decision -
Decision Reference DRN2907315
14 Sep 2016 Nationwide Building Society Not upheldBanking and creditMr A complains that Nationwide Building Society will not refund payments he says he did not make from his bank account.backgroundA number of payments, totalling £760, were made to an online gambling company on 5 and 6 December 2015. Nationwide had raised a dispute with... (2 pages)View decision -
Decision Reference DRN-1749442
1 Jun 2020 TSB Bank plc UpheldBanking and PaymentsDRN-1749442 The complaint Mr F complains TSB Bank Plc will not refund some disputed transactions. What happenedOver a course of 24 hours, a large number of transactions were made from Mr F’s account. In total, the transactions amounted to £4655 and were all made to an online betting compan... (2 pages)View decision -
Decision Reference DRN9964568
16 May 2017 Uncle Buck Finance LLP Not upheldBanking and creditMiss P complains that Uncle Buck Finance LLP made short-term lending to her when it shouldn’t have.backgroundIn 2014 Uncle Buck made one loan to Miss P. She later complained that it hadn't been affordable for her.The adjudicator didn’t recommend that the complain... (2 pages)View decision -
Decision Reference DRN1366126
27 Sep 2013 MBNA Limited Not upheldBanking and creditMrs G complains that MBNA Limited will not refund one online transaction and two cash machine withdrawals made using her credit card but without her authority or knowledge.backgroundIn May 2010, over a two-day period, Mrs G’s MBNA credit card was used to make one online transaction (t... (2 pages)View decision
