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-5029971
11 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5029971 The Complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) in relation to a loan taken to purchase a timeshare. Background to the Complaint Mr G... (4 pages)View decision -
Decision Reference DRN-5204435
11 Dec 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5204435 The complaint Mr H complains that the car he acquired through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr H entered a hire purchase agreement in February 2024 to acquire a used... (3 pages)View decision -
Decision Reference DRN-5205094
11 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5205094 The complaint Mr F complains that The Royal Bank of Scotland Plc (“RBS”) hasn’t treated him fairly in relation to two credit card accounts he has with it. What happened Mr F had a previous complaint with this Service about some lending he had with RBS – the two credit cards... (6 pages)View decision -
Decision Reference DRN-5119646
11 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5119646 The complaint Mrs C has complained Nationwide Building Society won’t refund £86.32 as the result of a purchase scam. What happened Mrs C was looking to buy an item on Facebook marketplace for her brother. She transferred £86.32 from her Nationwide account to another transfer... (2 pages)View decision -
Decision Reference DRN-5122866
11 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5122866 The complaint Miss H complains that Wise Payments Limited hasn’t protected her from losing money to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, in October and November 2023 payment... (2 pages)View decision -
Decision Reference DRN-5153115
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153115 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2024 Mr A was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record ... (2 pages)View decision -
Decision Reference DRN-5152550
11 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5152550 The complaint Mr O has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr O was told by Kroo that they had restricted his use of his account after they reviewed his account. In November they the... (2 pages)View decision -
Decision Reference DRN-4716711
11 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4716711 The complaint Mr M complains about the way Barclays Bank UK PLC, trading as “Barclaycard”, handled his recent ATM disputes. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M is unhappy following three... (2 pages)View decision -
Decision Reference DRN-5206399
11 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5206399 The complaint Mr L complains that Santander UK Plc restricted access to his account and withheld his funds. He’d like his funds released and compensation for the impact. What happened The detailed background of this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-4869406
11 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4869406 The complaint A company I will refer to as M complains that Barclays Bank UK PLC wrongly closed its account. Mr S is a director of M and brings the complaint on its behalf. What happened Mr S has told us: Barclays has unfairly closed M’s account. It was unreasonable in r... (3 pages)View decision
