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 363925 results
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Decision Reference DRN-5183103
2 Dec 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5183103 The complaint Mr B complains about a car supplied on hire purchase by CA AUTO FINANCE UK LTD (‘CAA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with min... (7 pages)View decision -
Decision Reference DRN-5165773
2 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5165773 The complaint Mr B complains that Bank of Scotland plc (trading as Halifax) unfairly decided to close his accounts. What happened In June, Halifax issued Mr B with two months’ notice that his accounts with the bank would be closing. Mr B is unhappy this was done without an e... (2 pages)View decision -
Decision Reference DRN-5126410
2 Dec 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5126410 The complaint Mr D complains that Lloyds Bank PLC allowed the other party to his joint mortgage to redeem it without his consent. What happened Mr D and a third party had a joint mortgage with Lloyds. The relationship between them had broken down and Mr D told Lloyds there w... (2 pages)View decision -
Decision Reference DRN-5060594
2 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5060594 The complaint Mr B has complained that HSBC Bank UK Plc (trading as “first direct”) failed to protect him from falling victim to a cryptocurrency-related investment scam. What happened Mr B has used a professional representative to refer his complaint to this service. For t... (4 pages)View decision -
Decision Reference DRN-5126624
2 Dec 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5126624 The complaint Ms H complains that The Royal Bank of Scotland Plc (RBS) asked her to pay a mortgage loan she says she knew nothing about. What happened In 2023, Ms H was contacted by RBS. It was seeking payment of a mortgage taken out in the mid-1980s. It said that the loan h... (3 pages)View decision -
Decision Reference DRN-5060531
2 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060531 The complaint Mr B has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll... (4 pages)View decision -
Decision Reference DRN-4969786
2 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4969786 The complaint Mrs R complains about a decision taken by NewDay Ltd trading as John Lewis Credit Card (“John Lewis”) not to refund to her the sum of £369 she paid a company that I will call “M” for an item of clothing. What happened On 13 December 2023 Mrs R purchased an item... (3 pages)View decision -
Decision Reference DRN-4897769
2 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4897769 The complaint Ms H complains that NewDay Ltd lent to her by approving three cards for her and then increasing the credit limited on the cards over sustained periods of time. What happened Ms H was approved for three cards with NewDay and each had different credit limit incre... (8 pages)View decision -
Decision Reference DRN-5098265
2 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5098265 Complaint Mr A has complained about credit cards and the associated credit limit increases which NewDay Ltd (“NewDay”) provided to him. He says the credit cards as well as the limit increases were irresponsibly provided. Background NewDay provided Mr A with two credit cards... (6 pages)View decision -
Decision Reference DRN-5129467
2 Dec 2024 Euronet Payment Services Ltd Not upheldBanking and PaymentsDRN-5129467 The complaint Mr P has complained that Euronet Payment Services Ltd (trading as “Ria” Money Transfer) didn’t prevent him from falling victim to a scam, and hasn’t refunded the money he lost as part of that scam. What happened The background of this complaint is already know... (3 pages)View decision
