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 371485 results
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Decision Reference DRN-4847486
11 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4847486 The complaint Mr M has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In 2021, Mr M opened an account at Monzo, and shortly afterwards received a series of payments, which he quickly forwarded to another accou... (3 pages)View decision -
Decision Reference DRN-4806870
11 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4806870 The complaint Mr W has complained that Bank of Scotland plc (trading as Halifax) won’t refund transactions he says he didn’t make or otherwise authorise. What happened In 2023, over the course of over two months, around £18,000 was spent on Mr W’s Halifax account. This was a mi... (4 pages)View decision -
Decision Reference DRN-4647080
11 Jun 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4647080 The complaint Miss D complains that Creation Consumer Finance Ltd has treated her unfairly in relation to her fixed sum loan agreement and reporting on her credit file. What happened In July 2021 Miss D entered into a Fixed Sum Loan Agreement with Creation for £852.97 to pay f... (3 pages)View decision -
Decision Reference DRN-4847407
11 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4847407 The complaint Mr C complains that Santander UK Plc are holding him liable for a credit card account he says he didn’t open himself. What happened Mr C says he fell victim to a romance scam after he met someone I’ll refer to as ‘the scammer’ on social media. Mr C understood the ... (5 pages)View decision -
Decision Reference DRN-3996500
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3996500 The complaint Mr N has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4780811
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4780811 The complaint Mrs H complains that National Westminster Bank Plc won’t refund money she says she lost to an investment scam. She’s also unhappy with the service she received. The details of this complaint are well known to both parties, so I won’t repeat everything again here. ... (2 pages)View decision -
Decision Reference DRN-4830194
11 Jun 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4830194 The complaint Miss Y complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) irresponsibly provided her with a credit card. What happened Virgin Money provided Miss Y with a credit card in October 2016 with a credit limit of £4,600. The evidence available su... (5 pages)View decision -
Decision Reference DRN-4563440
11 Jun 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4563440 The complaint Mrs B is unhappy with the way Ikano Bank AB (publ) (‘Ikano’) responded to her request for account information. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal rem... (4 pages)View decision -
Decision Reference DRN-4802651
11 Jun 2024 Pepper (UK) Limited UpheldMortgagesDRN-4802651 The complaint The estate of Mr H has complained that Pepper (UK) Limited trading as Engage Credit didn’t respond to their email asking for information on the late Mr H’s mortgage. What happened This complaint has been brought by the estate of Mr H. For ease of reference, in thi... (3 pages)View decision -
Decision Reference DRN-4825891
11 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4825891 The complaint Mrs D complains about how Telefonica UK Limited trading as O2 has treated her since she advised it, and then complained to it, that a fixed sum loan agreement (“agreement”) taken out in her name in December 2020 (for a phone) wasn’t taken out by her, or by a third... (3 pages)View decision
