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-4691146
19 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4691146 The complaint A company, which I’ll refer to as C, complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t reimburse the money it lost in a scam. Mr and Mrs C are directors of C and bring the complaint on C’s behalf. What happened Mr and Mrs C were in the pr... (5 pages)View decision -
Decision Reference DRN-4674228
19 Mar 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4674228 Complaint Mrs S has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs S with a loan for £250 in March 2023. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £675.02, whic... (4 pages)View decision -
Decision Reference DRN-4658811
19 Mar 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4658811 Complaint Mr C complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent t... (3 pages)View decision -
Decision Reference DRN-4322983
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4322983 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4534980
18 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4534980 The complaint Mr M complains that Bank of Scotland plc trading as Halifax sent a text message about his credit card account to a third party. What happened Mr M made an online purchase using his credit card which he authorised using his banking app. Following this, the fraud de... (2 pages)View decision -
Decision Reference DRN-4684323
18 Mar 2024 Close Brothers Limited UpheldConsumer CreditDRN-4684323 The complaint Miss F complained that she was unhappy with the quality of a car she acquired on 6 March 2023, using a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”). She is also now unhappy about the length of t... (4 pages)View decision -
Decision Reference DRN-4458977
18 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4458977 The complaint Ms C has complained about the way Clydesdale Bank Plc trading as Virgin Money dealt with her claim for money back. What happened To summarise, Ms C went abroad and entered into a vacation club membership agreement with a company I’ll call “L” on 18 July 2022. I un... (3 pages)View decision -
Decision Reference DRN-4689293
18 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4689293 The complaint Mr S and Miss F complain Bank of Scotland plc trading as Halifax unfairly defaulted their account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving t... (2 pages)View decision -
Decision Reference DRN-4688121
18 Mar 2024 Society of Lloyd's Not upheldInsuranceDRN-4688121 The complaint Mr P is complaining about the way Society of Lloyd's (SOL) has handled a claim he made on his commercial property insurance policy. Mr P has been represented through the claim and complaint, but for ease of reference, I shall refer to anything his representat... (5 pages)View decision -
Decision Reference DRN-4449649
18 Mar 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4449649 The complaint Mr C complains Home Retail Group Card Services Limited are incorrectly reporting his use of their Buy Now Pay Later plans (BNPL) to credit reference agencies. What happened The details for this complaint are well-known to both parties, so I won’t repeat them again... (2 pages)View decision
