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 366874 results
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Decision Reference DRN-5450407
15 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5450407 The complaint Mrs P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs P applied for a credit card with Aqua in April 2014. In her application, Mrs P said she was ... (4 pages)View decision -
Decision Reference DRN-5224491
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5224491 The complaint Mr and Mrs A complain that Lloyds Bank PLC did not reimburse the funds they say they lost to a scam. What happened Mr and Mrs A were looking for an investment and say they came across a company I’ll refer to as ‘H’ online. They say H was advertising Forex tradi... (2 pages)View decision -
Decision Reference DRN-5561548
15 May 2025 Metro Bank PLC UpheldConsumer CreditDRN-5561548 The complaint Mr N complains that the car he acquired financed through a hire purchase agreement with Metro Bank PLC, trading as RateSetter, wasn’t of satisfactory quality. What happened On 12 October 2023 Mr N acquired a used car financed through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5101705
15 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5101705 The complaint Mr J complains that Santander UK Plc hasn’t reimbursed the money he’s lost to a scam. What happened Mr J says he saw an advertisement for a vehicle he was interested in purchasing on a popular online marketplace. After exchanging some messages with the seller, ... (2 pages)View decision -
Decision Reference DRN-5547248
15 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5547248 The complaint Mr K complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest refunded and any adverse information regarding the lending removed from his credit file. What happened Lendable provided Mr K with a £1,000 loan in July 2022. The lo... (3 pages)View decision -
Decision Reference DRN-5457427
15 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5457427 The complaint Miss R complains Bank of Scotland plc trading as Halifax cancelled a standing order that it shouldn’t have and that this led to severe embarrassment. She also complains about its investigation of her complaint, mistakes made and not following up requests. What ... (3 pages)View decision -
Decision Reference DRN-5367858
15 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5367858 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications within a short period of time. What happened Mrs H applied for a Virgin Money credit card in December 2020. In the application, Mr... (4 pages)View decision -
Decision Reference DRN-5038083
15 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5038083 The complaint Mr S complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants MFL to fairly and reasonably settle him complaint and repair the car. What happened Mr S entered into a hire purchase agreement in October ... (4 pages)View decision -
Decision Reference DRN-5562713
15 May 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5562713 The complaint Mr B complains Cynergy Bank Plc (“CB”) closed his account without notice nor explanation and applied an adverse fraud marker against him. Mr B is also unhappy CB is holding him liable for payments he didn’t authorise, for the level of customer service it provid... (6 pages)View decision -
Decision Reference DRN-5554379
15 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5554379 The complaint Mrs and Mr H are unhappy Inter Partner Assistance SA (“Inter Partner”) didn’t cover the cost of repairing damage to their home under their home emergency insurance policy following a water leak. They’ve also complained their subject access request (“SAR”) wasn’... (3 pages)View decision
