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 375119 results
-
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN-5259024
30 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5259024 Complaint Mr B has complained that MBNA Limited (“MBNA”) failed to carry out sufficient credit checks before granting him an increase to the credit limit on his credit card. Background MBNA initially provided Mr B with a credit card with a limit of £6,900.00 in July 2016 1 ... (5 pages)View decision -
Decision Reference DRN-5291738
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5291738 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into an unaffordable hire purchase agreement with him. Background In October 2021, BMW FS provided Mr W with finance for a used motorbike. The purchase price of the vehicle was £12... (3 pages)View decision -
Decision Reference DRN-4754933
29 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-4754933 The complaint Mr S is unhappy that Close Brothers Limited stopped collecting payments on a car supplied to him under a conditional sale agreement, eventually terminating the agreement. What happened On 2 February 2022, Mr S was supplied with a used car through a conditional... (3 pages)View decision -
Decision Reference DRN-4731877
29 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4731877 The complaint Ms K complains that Revolut Ltd won’t reimburse her after she fell victim to an investment scam. Ms K is represented by a family member in bringing her complaint to our service, but for ease of reading, I’ll refer to all submissions as being made by Ms K direct... (4 pages)View decision -
Decision Reference DRN-4858776
28 Jan 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-4858776 The complaint Ms M complains that Trading 212 UK Limited’s (‘T212’) share dealing app sold a number of shares that she owned without her intention or consent to do so. Ms M believes that T212’s app isn’t secure as it allows trades to occur too easily and without any authenti... (4 pages)View decision -
Decision Reference DRN-4819162
28 Jan 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-4819162 The complaint Mr A and Miss R complain that Interactive Investor Services Limited (IISL) charged them a late payment fee after monies they transferred into their trading account to pay for a share purchase took several days to be credited. For simplicity, I’ll refer to all s... (3 pages)View decision -
Decision Reference DRN-5207451
28 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5207451 The complaint Ms F complains that Lloyds Bank PLC didn’t treat her fairly when it closed her credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here but will briefly summarise what happened. In ... (3 pages)View decision -
Decision Reference DRN-4842906
28 Jan 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4842906 The complaint Mr R complains about the decision by Sainsbury’s Bank Plc (“Sainsbury’s”) to decline his Section 75 claim for some damaged flooring. He wants Sainsbury’s to refund him for the flooring he purchased. What happened In Summer 2022, Mr R purchased flooring tiles fr... (3 pages)View decision -
Decision Reference DRN-4899764
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4899764 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted his credit card account and loan account after he entered into a debt arrangement scheme. What happened Mr O says that he entered into a debt arrangement scheme in February 2020. He ... (3 pages)View decision
