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 367300 results
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Decision Reference DRN-5094167
4 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5094167 Complaint Miss T has complained about a credit card NewDay Ltd (trading as “Dorothy Perkins”) provided to her. She says credit card was irresponsibly provided to her. Background Dorothy Perkins provided Miss T with a credit card with a limit of £500 in October 2019. Miss T’... (3 pages)View decision -
Decision Reference DRN-4858191
4 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4858191 The complaint Mr W complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In January 2023, Mr W saw an advert for an investment company online. He followed a link to the company’s website, filled out his details on an enqui... (4 pages)View decision -
Decision Reference DRN-5090987
4 Nov 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5090987 Complaint Mr H complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In October 2015, MotoNovo provided Mr H with finance for a us... (4 pages)View decision -
Decision Reference DRN-5076727
4 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5076727 The complaint Mr M is unhappy with Aviva Insurance Limited’s (Aviva) handling of information given to him in relation to his boiler warranty. Any references to Aviva include their agents. What happened Mr M has a Homeserve policy for a boiler which was fitted in a property... (2 pages)View decision -
Decision Reference DRN-4897315
3 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4897315 The complaint Mr W complains Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) supplied a car under a hire purchase agreement which was of unsatisfactory quality. What happened Mr W took out a regulated hire purchase agreement (also describ... (4 pages)View decision -
Decision Reference DRN-4831945
3 Nov 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4831945 The complaint Mr U complains that Lex Autolease Ltd (“Lex”) is unfairly charging him for excess mileage under a personal contract hire agreement. He says he extended the term of the agreement and increased his mileage allowance at the same time. What happened In June 2019, M... (2 pages)View decision -
Decision Reference DRN-4474718
3 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4474718 The complaint Ms M has complained that Bank of Scotland plc (trading as “Halifax”) hasn’t fully refunded the money she lost as part of an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it he... (5 pages)View decision -
Decision Reference DRN-4563355
3 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4563355 The complaint Mr P has complained that Barclays Bank UK PLC (“Barclays”) hasn’t fully refunded the money he lost as the result of an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. B... (3 pages)View decision -
Decision Reference DRN-5111096
3 Nov 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-5111096 The complaint Mrs A complains that Oodle Financial Services Limited (Oodle) didn’t explain the voluntary termination process to her properly, and that she was persuaded to terminate her agreement when she wouldn’t otherwise have chosen to do so. What happened I issued my pr... (3 pages)View decision -
Decision Reference DRN-5061246
2 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5061246 The complaint Miss G complains Bank of Scotland plc, trading as Halifax, disclosed information about her to a third-party after receiving a court order. Miss G says the court order has been executed without legal basis – and is therefore fraudulent. Miss G is unhappy that de... (5 pages)View decision
