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 371633 results
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Decision Reference DRN-5005927
5 Sep 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5005927 The complaint Mrs L complains that Moneybarn No. 1 Limited (“Moneybarn”) supplied her with a car that wasn’t of satisfactory quality at the point of supply. What happened Mrs L took out a conditional sale agreement with Moneybarn in February 2023 to acquire a used car. The ... (8 pages)View decision -
Decision Reference DRN-4985667
5 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4985667 The complaint Mrs G complains that Bank of Scotland plc trading as Halifax (“Halifax”) unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”) in relation to a purchase deposit she paid using her Halifax credit card. What happened On 14 March 2017, Mrs G (toge... (4 pages)View decision -
Decision Reference DRN-4909849
5 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4909849 The complaint Mr R and Mrs R complain about the service they received from Lloyds Bank PLC (“Lloyds”) in relation to cancellation of a Direct Debit and related issues. What happened Mr R and Mrs R hold a joint account with Lloyds. There were several Direct Debits set up on ... (3 pages)View decision -
Decision Reference DRN-4992353
5 Sep 2024 HDI Global Specialty SE UpheldInsuranceDRN-4992353 The complaint Mr D complains that HDI Global Specialty SE declined his pet insurance claim. My references to HDI include its agents. What happened Mr D has ‘lifetime’ pet insurance for his dog, insured by HDI. The policy started on 8 March 2021 and is renewed annually. In De... (5 pages)View decision -
Decision Reference DRN-4887212
5 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4887212 The complaint S a limited company complains Barclays Bank UK PLC unfairly closed its account. S is represented by Mr D. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. S held a Barclays account a... (3 pages)View decision -
Decision Reference DRN-4965461
5 Sep 2024 Credit Resource Solutions Limited Not upheldConsumer CreditDRN-4965461 The complaint Mr B complains about being contacted by Credit Resource Solutions Limited (CRS) in relation to a debt with a lender that has gone into administration. What happened Mr B took out a loan with a business I’ll refer to as N. Mr B has previously referred a complai... (2 pages)View decision -
Decision Reference DRN-4767311
5 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4767311 The complaint Mr P is complaining about the way American Express Services Europe Limited (AESEL) administered certain aspects of his credit card account. What happened Mr P signed up for a basic credit card with AESEL in early 2023. In October 2023, he paid £250 to AESEL to ... (3 pages)View decision -
Decision Reference DRN-4936531
5 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4936531 The complaint Mr H is complaining about Santander UK Plc because he believes it incorrectly applied a number of late payment fees to his account. What happened Mr H has a credit card account with Santander. Since 2015, a number of late payment fees of £12 each have been appl... (2 pages)View decision -
Decision Reference DRN-4551783
5 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4551783 The complaint Mrs H complains that Revolut Ltd did not refund a series of transactions she says she lost to scam. What happened Mrs H received a text claiming to be from a third-party bank, asking if she had attempted to make a payment of £399.99. She replied with ‘no’ and t... (3 pages)View decision -
Decision Reference DRN-5005735
5 Sep 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5005735 The complaint Mr D complains Shawbrook Bank Limited delayed the transfer of his matured individual savings Account (ISA) to a third party ISA provider. What happened I sent the parties a provisional decision in April 2024, in which I set out the following background informa... (4 pages)View decision
