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 367928 results
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Decision Reference DRN-5075438
30 Oct 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5075438 The complaint Mr B complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) didn’t check he could afford a loan they agreed to. What happened In October 2023 Mr B took out a £6,000 loan with CCB. The fixed sum loan agreement was f... (3 pages)View decision -
Decision Reference DRN-5053178
30 Oct 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5053178 The complaint Mr S complains that the car he acquired financed through a Hire Purchase Agreement with Zopa Bank Limited wasn’t of satisfactory quality. What happened In February 2024 Mr S acquired a used car under a hire purchase agreement with Zopa. At the time that Zopa su... (4 pages)View decision -
Decision Reference DRN-4952311
30 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4952311 The complaint Mr H and Ms L complain that Santander UK Plc unfairly blocked their joint account without providing a proper explanation. They say this caused them financial problems and want compensation. What happened The detailed background of this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-4986248
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4986248 The complaint Miss B is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Miss ... (10 pages)View decision -
Decision Reference DRN-5108912
30 Oct 2024 MBNA Limited UpheldBanking and PaymentsDRN-5108912 The complaint Mrs C complains about a claim she made to MBNA Limited (“MBNA”) in respect of a holiday having gone wrong. What happened In January 2024, Mrs C paid £1,026 using her MBNA credit card for a packaged holiday which was to take place later the same month. Once she... (3 pages)View decision -
Decision Reference DRN-4995250
30 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4995250 The complaint Ms L complains that Santander UK Plc blocked her accounts without providing a proper explanation. Ms L says this caused her financial problems and she wants compensation. What happened The detailed background of this complaint is well known to both parties. So,... (3 pages)View decision -
Decision Reference DRN-4241477
30 Oct 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4241477 The complaint Mr S complains about Ikano Bank AB (publ)’s “Ikano” rejection of his claim against it under Section 75 of the Consumer Credit Act 1974 “S.75”. What happened In December 2017 Mr S bought a solar panel system for his home. The purchase price of the system was £8,... (3 pages)View decision -
Decision Reference DRN-4696970
30 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4696970 The complaint Mr M complains that Lloyds Bank PLC hasn’t refunded him after he reported falling victim to a scam. What happened Mr M was introduced to a form of investment with a company I’ll refer to as B. He was referred to them by a broker that had presented opportunities... (5 pages)View decision -
Decision Reference DRN-5065146
30 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5065146 The complaint Mr and Mrs A complains that Shawbrook Bank Limited (‘Shawbrook’’) irresponsibly gave them a loan they couldn’t afford. What happened In June 2018, Mr and Mrs A applied for a fixed sum loan agreement with Shawbrook. They borrowed a total of £11,996 to be used f... (4 pages)View decision -
Decision Reference DRN-5111267
30 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5111267 The complaint Miss S complains Aviva Insurance Limited unfairly declined a claim and cancelled her buildings insurance policy. What happened In summary, Miss S held a buildings and contents insurance policy with Aviva. She made an escape of water claim in December 2022. Aviv... (7 pages)View decision
