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 374385 results
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Decision Reference DRN-5286379
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5286379 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since June 2023. In 2024 Miss A was told by Monzo that they were closing her account. This... (3 pages)View decision -
Decision Reference DRN-5274454
25 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5274454 The complaint Miss M complains that Hyundai Capital UK Limited trading as Hyundai Finance (HCUK) supplied her with a faulty car. What happened Miss M entered into a conditional sale agreement with HCUK in October 2023. Miss M was supplied with a new car with a cash price of... (4 pages)View decision -
Decision Reference DRN-5062519
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5062519 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) failed to properly pursue a chargeback and advised against pursuing a claim under section 75 Consumer Credit Act 1974. (“s.75”). What happened In June 2023 Mr C booked an all-inclusive... (3 pages)View decision -
Decision Reference DRN-5199936
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199936 The complaint Mr C has complained Lloyds Bank plc never properly explained to him how a payment of £1,500 could be made from his account to another account that wasn’t his. He’s adamant he’s been the victim of fraud. What happened Mr C brought his complaint to the ombudsman ... (2 pages)View decision -
Decision Reference DRN-5000134
25 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5000134 The complaint Mr H has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In October 2022 Mr H entered into a two-year fixed sum loan agreement... (4 pages)View decision -
Decision Reference DRN-5159115
25 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5159115 The complaint Mr G complains that Nationwide Building Society unfairly debited his account following a failed cash withdrawal. What happened Mr G was having his phone repaired and was told it would be better to purchase another one. The repair shop he was in at the time only... (4 pages)View decision -
Decision Reference DRN-5175712
25 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5175712 The complaint Mr T has complained about a transfer of his Aviva Life & Pensions UK Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in May 2014. Mr T’s QROPS was subsequently used to invest in Trafalgar Multi Asset Fund. Th... (9 pages)View decision -
Decision Reference DRN-5287389
25 Feb 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5287389 The complaint Mrs A has complained that Ikano Bank AB (publ) “Ikano” rejected her claim against it under Section 75 of the Consumer Credit Act 1974 “The Act”. What happened Mrs A bought a solar panel system “the system” for her home in July 2019. The purchase was funded by ... (4 pages)View decision -
Decision Reference DRN-5318741
25 Feb 2025 Elderbridge Limited UpheldMortgagesDRN-5318741 The complaint Mr and Mrs W complain that Elderbridge Limited: • Set up the mortgage incorrectly on an interest only rather than a repayment basis • Is claiming a mortgage balance that is too high – it should be paid off by now. • Has not treated them fairly. What happened In... (7 pages)View decision -
Decision Reference DRN-5228064
25 Feb 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5228064 The complaint Miss G has complained Brent Shine Credit Union Limited, trading as My Community Bank, is asking her to repay a personal loan she didn’t take out. What happened In 2023, Miss G’s father fell for a scam. After seeing an advert on social media endorsed by a well-k... (3 pages)View decision
