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 362712 results
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Decision Reference DRN-4506371
19 Mar 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4506371 The complaint Ms K complains that Creation Consumer Finance Ltd failed to act responsibly or properly assess affordability when deciding whether to lend to her. She also believes she was scammed by the provider of the goods associated with the loan. Background to the complaint ... (5 pages)View decision -
Decision Reference DRN-4415333
19 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4415333 The complaint Ms K complains about a car she acquired under a hire purchase agreement with Startline Motor Finance Limited. What happened In January 2023, Ms K entered into a regulated hire purchase agreement with Startline to acquire a used car. The car was six and a half year... (2 pages)View decision -
Decision Reference DRN-4694345
19 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4694345 The complaint Mr J complains that PayPal (Europe) Sarl et cia SCA didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him to recover the money once he’d reported the scam. What happened The detailed background to this complaint is we... (5 pages)View decision -
Decision Reference DRN-4478361
19 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4478361 The complaint Mr N complains Bank of Scotland plc trading as Halifax didn’t do enough to protect him when he fell victim to a scam and won’t refund the £3,750 he lost as a result. What happened Mr N fell victim to a task-based employment scam in July 2023. He was contacted by s... (4 pages)View decision -
Decision Reference DRN-4582568
19 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4582568 The complaint Mr A complains about how long NewDay Ltd, trading as Opus, took to unblock his credit card account after he made an overpayment. What happened On 5 September 2023, Mr A made a £6,507.50 balance transfer payment from a credit card with another bank to his NewDay cr... (2 pages)View decision -
Decision Reference DRN-4652778
19 Mar 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4652778 The complaint Ms Y complains that The Royal London Mutual Insurance Society Limited avoided her life and critical illness policy and refused to pay a claim. What happened The background to this complaint is well known to the parties, so I won’t repeat it in detail here. In summ... (4 pages)View decision -
Decision Reference DRN-4693958
19 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4693958 The complaint Mr G complains that The Royal Bank of Scotland Plc (RBS) closed his account without explanation. Mr G also says that RBS gave him incorrect information regarding his account balance and is unfairly asking him to repay money he doesn’t owe. What happened Mr G had a... (6 pages)View decision -
Decision Reference DRN-4673933
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4673933 The complaint Mr N complains that Santander UK Plc (Santander) won’t refund all of the money he lost when he fell victim to a safe account scam. What happened In August 2022 Mr N received a text which appeared to be from Santander, asking whether he had authorised a card paymen... (4 pages)View decision -
Decision Reference DRN-4578564
19 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4578564 The complaint Mr W complains about Lloyds Bank PLC not reissuing him with debit card and stopping paper correspondence. He is also dissatisfied with their customer service and complaint handling. What happened There are five strands to the complaint Mr W made to Lloyds. These a... (3 pages)View decision -
Decision Reference DRN-4631037
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4631037 The complaint Mr L complains that Santander UK plc won’t refund to him the money that he paid for a holiday club membership. He’s being represented in his complaint by a claims management company. What happened Mr L and his wife entered into a membership purchase agreement in O... (4 pages)View decision
