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 370904 results
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Decision Reference DRN-5188004
18 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5188004 The complaint Miss C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss C applied for a credit card with Aqua in May 2020. In her application, Miss C said she was... (3 pages)View decision -
Decision Reference DRN-5092969
18 Dec 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5092969 The complaint Ms M complains FirstRand Bank Limited trading as Motonovo Finance (MotoNovo) acted irresponsibly when they entered into a Hire Purchase agreement with her as she said the lending was unaffordable. In bringing her complaint Ms M is represented by a third party. ... (4 pages)View decision -
Decision Reference DRN-5086889
18 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5086889 The complaint Mr S and Miss B are unhappy with how Aviva Insurance Limited (Aviva) handled and subsequently declined a claim made under their buildings insurance policy. Any references to Aviva include their agents. What happened In October 2023 the ceiling collapsed in Mr... (2 pages)View decision -
Decision Reference DRN-5166176
18 Dec 2024 ZILCH TECHNOLOGY LIMITED Not upheldBanking and PaymentsDRN-5166176 The complaint Ms A complains that Zilch Technology Limited charged her a transaction fee of £3. What happened Ms A used her Zilch card to make a purchase. She later discovered that she had been charged a £3 transaction fee which she wasn’t expecting. She complained to Zilch ... (2 pages)View decision -
Decision Reference DRN-5216334
18 Dec 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5216334 The complaint E, a limited company, complains eBay Commerce UK Ltd hasn’t fairly compensated it following its account being hacked. E is represented by Mr Z, a director. What happened E’s eBay marketplace account was hacked and numerous fraudulent items were placed for sal... (5 pages)View decision -
Decision Reference DRN-5064720
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5064720 The complaint Mr B complains that Revolut Ltd hasn’t refunded payments made when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and focus on givi... (2 pages)View decision -
Decision Reference DRN-4822996
18 Dec 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4822996 The complaint Mr G complains that Barclays Bank UK Plc incorrectly sold his shares when he requested a transfer of cash held in his stocks and shares ISA to his cash ISA. What happened In November 2023 Mr G opened a cash ISA with Barclays and called to request a transfer of ... (3 pages)View decision -
Decision Reference DRN-5140789
18 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5140789 The complaint Mr K is unhappy with the way that TSB Bank Plc (‘TSB’) processed three international transfers he made to Estonia. He expected the payments to be processed without conversion to another currency, but that didn’t happen. What happened Between 26 April 2024 and ... (3 pages)View decision -
Decision Reference DRN-5160399
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5160399 The complaint Mr K complains Barclays Bank UK PLC (Barclays) failed to carry out his instructions to transfer funds to his bank account in the USA. What happened Mr K says he wrote to Barclays in mid-May 2024 requesting a transfer from his account to his bank account in the ... (3 pages)View decision -
Decision Reference DRN-5184781
18 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5184781 The complaint Ms R complains that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) has unfairly charged her for damage to a vehicle she returned when her hire agreement came to an end. What happened In 2019, Ms R took out a hire agreement with Novu... (4 pages)View decision
