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 369227 results
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Decision Reference DRN-5244681
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5244681 The complaint A company, which I’ll refer to as H, complains that Barclays Bank UK PLC wrongly advised that an account in H's name could be retained when H was due to be struck off the companies' register. As a result the account was closed and legal costs were incurr... (4 pages)View decision -
Decision Reference DRN-4784477
8 Jan 2025 First Response Finance Ltd UpheldConsumer CreditDRN-4784477 The complaint Ms K is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd was of an unsatisfactory quality. What happened In November 2022, Ms K was supplied with a used car through a hire purchase agreement with First Response... (6 pages)View decision -
Decision Reference DRN-5197155
8 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5197155 The complaint Mr L complains about the way in which Clydesdale Bank Plc trading as Virgin Money handled his account. What happened Mr L opened a credit card with Virgin Money in May 2016. At the time of taking out the card, it had a promotional rate of interest. The promotio... (4 pages)View decision -
Decision Reference DRN-5241862
8 Jan 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5241862 The complaint Mrs D complains that a car acquired under a hire purchase (HP) agreement with Go Car Credit Limited (“Go Car Credit”) wasn’t of satisfactory quality when it was supplied to her. Mrs D has been represented in this complaint. But for ease of reading I will refer... (5 pages)View decision -
Decision Reference DRN-5165378
8 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5165378 The complaint Mr P complains that J P Morgan Europe Limited, trading as Chase, blocked access to his account. What happened Mr P had an account with Chase. On 6 June 2024, Chase placed restrictions on the account while it carried out a review. Over the days that followed, Mr... (2 pages)View decision -
Decision Reference DRN-5034513
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034513 The complaint Mrs U complains that Monzo Bank Ltd didn’t initiate chargebacks on some transactions she made which turned out to be scams. What happened The circumstances surrounding this complaint are well known to the parties, so I’ll briefly summarise what I consider to b... (2 pages)View decision -
Decision Reference DRN-4664334
8 Jan 2025 Black Horse Limited UpheldConsumer CreditDRN-4664334 The complaint Miss L complains about the quality of a car she financed with Black Horse Limited (‘BH’). 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 m... (7 pages)View decision -
Decision Reference DRN-5206315
8 Jan 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5206315 The complaint Mrs S complains about the way Shop Direct Finance Company Limited trading as Littlewoods (‘Littlewoods’) administered her revolving credit account, which she says resulted in her being charged more than she expected. Mrs S wants Littlewoods to refund her £434.... (5 pages)View decision -
Decision Reference DRN-5220931
8 Jan 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5220931 The complaint Mr G has complained that Amtrust Europe Limited (‘Amtrust’) unfairly declined his claim under an extended sofa warranty policy and of poor service. For the avoidance of doubt, the term ‘Amtrust’ includes reference to its agents and representatives. The term ‘Mr... (3 pages)View decision -
Decision Reference DRN-5226380
8 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5226380 The complaint Mr H complains that Lloyds Bank PLC lent to him irresponsibly in that it approved a loan for him he could not afford. What happened Mr H took a loan from Lloyds in January 2023 which was for £1,661.46. This loan was to pay off his Lloyds credit card which had o... (3 pages)View decision
