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 369227 results
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Decision Reference DRN-4964582
14 Aug 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4964582 The complaint Mrs W complains that BMW Financial Services(GB) Limited trading as BMW Financial Services (“BMWFS”) supplied her with a car that wasn’t of satisfactory quality. What happened Mrs W took out a hire purchase agreement with BMWFS in June 2022 to acquire a new car... (6 pages)View decision -
Decision Reference DRN-4946169
14 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4946169 The complaint Mr M complains Santander UK plc (Santander) unfairly blocked his bank account. What happened Mr M says he arranged to transfer payments into his bank account in early April 2024 in order to comply with the terms of the account switcher incentive. Mr M says when... (2 pages)View decision -
Decision Reference DRN-4956815
14 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4956815 The complaint Ms P complains that Nationwide Building Society failed to send her a paper statement from her bank account which was needed to secure a new fixed-rate mortgage deal. What happened Ms P brought a complaint to Nationwide when it failed to provide her with a copy ... (4 pages)View decision -
Decision Reference DRN-4895645
14 Aug 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4895645 The complaint Miss P complains that Vanquis Bank Limited irresponsibly lent to her. Miss P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss P herself. What ... (3 pages)View decision -
Decision Reference DRN-4963001
14 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4963001 The complaint and what happened Mrs G has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to ac... (4 pages)View decision -
Decision Reference DRN-4961354
14 Aug 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4961354 The complaint Mr T told us that as part of his retirement planning, he wanted to extend the term of a Buy To Let (“BTL”) mortgage he holds with Barclay Bank UK PLC. He said he’d first applied for this in January 2023, and everything was agreed, but Barclays then just didn’t ... (3 pages)View decision -
Decision Reference DRN-4962828
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4962828 The complaint Mr H complains that Monzo Bank Ltd did not close his account when he asked them to, and they provided him with poor customer service. What happened Mr H says he sent Monzo a letter on 7 October 2023 to ask them to close his account, and correct errors they made... (3 pages)View decision -
Decision Reference DRN-4964607
14 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4964607 The complaint Mrs S is unhappy that Bank of Scotland plc (“BOS”) didn’t process two cheques that she submitted, and with the service she received from BOS surrounding this. What happened Mrs S tried to pay £23,000 by cheque to make a large purchase, but BOS rejected the che... (3 pages)View decision -
Decision Reference DRN-4960310
14 Aug 2024 Yorkshire Bank Home Loans Limited UpheldMortgagesDRN-4960310 The complaint Mr T complains that Yorkshire Bank Home Loans Limited (“YBHL”) failed to remove the charge over his investment property, when he paid off the mortgage in full. Mr T said this was discovered as part of a sale, and the sale was delayed while the charge was remove... (4 pages)View decision -
Decision Reference DRN-4842602
14 Aug 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4842602 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money increased the interest rate on his credit card. What happened Mr B applied for a credit card with 118 118 Money. His application was approved and he was given a card with an initial credit limit... (2 pages)View decision
