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 3967 results
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Decision Reference DRN0316895
7 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank plc will not refund disputed transactions made on his bank account.backgroundMr A reported unrecognised cash machine, counter withdrawal and point of sale transactions on his account. The transactions had been made using a ... (2 pages)View decision -
Decision Reference DRN-5073115
11 Oct 2024 Close Brothers Limited UpheldConsumer CreditDRN-5073115 The complaint Mr C complains about his car finance agreement with Close Brothers Limited trading as Close Brothers Motor Finance. What happened In August 2022, Mr C bought a used van from a supplying dealership who I will refer to as P. He paid a £9,000 deposit... (7 pages)View decision -
Decision Reference DRN-4995316
22 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4995316 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN7782360
18 May 2016 The Co-operative Bank Plc UpheldBanking and creditMr I complains that he went into The Co-operative Bank Plc to make a cash payment of over £4,000 to a third party. The third party has now told him this payment is still outstanding. backgroundWhen Mr I went into his local branch of the bank to make a large cash pay... (3 pages)View decision -
Decision Reference DRN2483429
3 May 2013 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr and Mrs A, who are represented by a third party, have complained that advice they received in October 1994 to effect a regular contribution endowment savings plan, investing in the With Profits fund over 18 years, was inappropriate for them.Specifically, in its letter of complaint to T... (4 pages)View decision -
Decision Reference DRN-4359384
11 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4359384 The complaint Mr F complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-4123315
18 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4123315 The complaint Miss S complains about the way Clydesdale Bank Plc trading as Virgin Money handled her request for money back in respect of a hotel booking she made using her Virgin Money credit card. What happened In June 2019 Miss S booked accommodation at a hotel I’ll call G v... (6 pages)View decision -
Decision Reference DRN4290734
17 Nov 2016 Santander UK Plc Not upheldBanking and creditMrs D and Mr D complain that someone other than them withdrew money from the joint savings account they hold with Santander UK Plc.backgroundIn May 2015, £3,000 was withdrawn in cash from Mrs D and Mr D’s joint savings account. Santander says Mrs D used her current a... (3 pages)View decision -
Decision Reference DRN-4503128
12 Dec 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4503128 The complaint Mr A complains that the car he acquired through a hire purchase agreement with Oodle Financial Services Limited wasn’t of satisfactory quality. He wanted the costs he has been quoted for repair to be deducted from his agreement. Mr A is represented by a third part... (10 pages)View decision -
Decision Reference DRN-4003343
20 Mar 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4003343 The complaint Miss W complains about a car she acquired through a hire purchase agreement with Startline Motor Finance Limited (“Startline”) not being of satisfactory quality. What happened In April 2022, Miss W acquired a used car through a hire purchase agreement with Startli... (6 pages)View decision
