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-4813119
11 Aug 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4813119 The complaint Mr S complains that he was charged interest on purchases made using his MBNA Limited credit card. What happened In June 2023 Mr S applied for a MBNA credit card with a promotional offer of 0% interest on purchases for 22 months. Mr S used the card and made the ... (2 pages)View decision -
Decision Reference DRN-4536948
11 Aug 2024 Spreadex Limited Not upheldInvestmentsDRN-4536948 The complaint Mr R complains that Spreadex Limited unfairly closed out a number of his positions because of a margin call. Mr R would now like Spreadex to reinstate the positions at their original levels and have any resulting losses refunded. What happened Mr R has held a ... (6 pages)View decision -
Decision Reference DRN-4797468
10 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4797468 The complaint Mr T is unhappy that his transactions using Apple Pay which was linked to his account with Lloyds Bank PLC were declined whilst he was abroad. What happened Mr T experienced problems making payments whilst travelling abroad. He was using the contactless facilit... (2 pages)View decision -
Decision Reference DRN-4796175
10 Aug 2024 TSB Bank plc Not upheldConsumer CreditDRN-4796175 The complaint Mr S is unhappy because TSB Bank plc have recorded a default on his credit file. What happened Mr S took out a loan with TSB in March 2018. The loan was for £5000 repayable by 64 monthly payments of £106.75. Mr S initially kept up with his repayments, However, ... (3 pages)View decision -
Decision Reference DRN-4856725
10 Aug 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4856725 The complaint Miss J complains that PayPal UK Ltd irresponsibly allowed her to open a credit account which was unaffordable. What happened Miss J says she opened the PayPal account in July 2021 but at the time was heavily in debt. She says insufficient checks were carried ou... (2 pages)View decision -
Decision Reference DRN-4841248
10 Aug 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4841248 The complaint Mr R has complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) under his home insurance policy in relation to a water damage claim. For the avoidance of doubt, the term ‘Lloyds’ includes reference to its agents and contractor... (4 pages)View decision -
Decision Reference DRN-4956313
10 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4956313 The complaint Mr A complains that NewDay Ltd trading as Aqua was irresponsible when it offered him two credit card accounts. Mr A has brought his complaint to us via a representative but I’ll refer to him throughout for simplicity. What happened NewDay opened a credit car... (4 pages)View decision -
Decision Reference DRN-4925430
10 Aug 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4925430 The complaint Mr C complains that The Royal Bank of Scotland Plc (RBS) incorrectly and unfairly blocked a payment he attempted to make. What happened Mr C says he paid a deposit of £1,000 via his account card for an intended van purchase in June 2023. He says he tried to tra... (2 pages)View decision -
Decision Reference DRN-4931726
10 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4931726 The complaint Mr L complains about how Santander UK Plc dealt with a switch application. What happened Mr L says he made a switch application to Santander which if successful would have meant he was paid an incentive of £185. He says the other bank involved which I will call... (2 pages)View decision -
Decision Reference DRN-4833498
9 Aug 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4833498 The complaint Mr R and Miss S have complained about Advantage Insurance Company Limited’s (‘Advantage’) handling of their claim for fire damage under their home insurance policy. For the avoidance of doubt, the term ‘Advantage’ includes its agents and representatives for the... (4 pages)View decision
