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 364766 results
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Decision Reference DRN-4535857
25 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4535857 The complaint Mr R and Mrs R complain that they couldn’t make a payment from their account with Nationwide Building Society (‘NW’). What happened Mr R and Mrs R received a credit of £87,005.55 into their NW account on 3 July 2023. They wanted to send it, plus further monies to ... (3 pages)View decision -
Decision Reference DRN-4685075
25 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4685075 The complaint Mrs I complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for her. What happened Mrs I entered into a conditiona... (4 pages)View decision -
Decision Reference DRN-4690078
25 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4690078 The complaint A limited company, which I’ll refer to as B, complains that Metro Bank PLC’s poor communications about its bounce back loan (”BBL”) led to the loan being put into default. B is represented by one of its directors, Mr W. What happened B took out a £40,000 BBL with ... (4 pages)View decision -
Decision Reference DRN-4703137
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4703137 The complaint Mrs C is unhappy that Barclays Bank UK PLC didn’t return an ISA transfer that hadn’t been received by them correctly, back to the ISA held with another provider from whence it came. What happened On 25 February 2023, Mrs C endeavoured to transfer £40,000 from an I... (3 pages)View decision -
Decision Reference DRN-4620728
25 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4620728 The complaint Mr F complains Lloyds Bank PLC sent him an incorrect text message in relation to his current account. What happened Mr F received a text message on 15 December 2023 from Lloyds which said he had a payment due which might take him overdrawn. Mr F says this wasn’t ... (2 pages)View decision -
Decision Reference DRN-4670408
25 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4670408 Complaint Miss F complains that Moneybarn No.1 Ltd (“Moneybarn”) unfairly entered into a conditional- sale agreement with her. She’s said the agreement was unaffordable for her. Background In August 2019, Moneybarn provided Miss F with finance for a used car. The cash price of ... (3 pages)View decision -
Decision Reference DRN-4432985
25 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4432985 The complaint Mr R complains that Bank of Scotland plc (trading as Halifax) caused delays with his house sale. He needed the funds to pay a bill. Mr R says he incurred additional legal fees and late payment penalties due to the delays, totalling about £3,700. What happened Mr R... (2 pages)View decision -
Decision Reference DRN-4513800
25 Mar 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4513800 The complaint Mr K complains that he was given misleading information in relation to a car supplied to him under a finance agreement with Volvo Car Financial Services UK Limited (“Volvo FS”). What happened Mr K got a used car from a Volvo dealership (“D”) at a cash price of £25... (4 pages)View decision -
Decision Reference DRN-4705344
25 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4705344 The complaint Mr F complains PayPal (Europe) Sarl et Cie SCA (“PayPal”) has dealt unfairly with a dispute he raised over an item purchased using his PayPal Credit account. What happened I sent a provisional decision on Mr F’s case on 1 March 2024, a copy of which is appended to... (8 pages)View decision -
Decision Reference DRN-4150657
25 Mar 2024 Monecor (London) Ltd Not upheldInvestmentsDRN-4150657 The complaint Mr B complains about the way Monecor (London) Ltd trading as OvalX communicated with him at a time when it was winding down its operations and transferring client accounts to another broker. What happened Mr B had an account with OvalX. He had a number of Contract... (4 pages)View decision
