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 369227 results
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Decision Reference DRN-4626094
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4626094 The complaint Miss M has complained that Santander UK plc didn’t remove fraud-related markers from her record in 2022 when they said they would. What happened Santander decided to close Miss M’s account in 2021 after a large credit was paid into her account. They also placed a ... (2 pages)View decision -
Decision Reference DRN-4697621
8 Apr 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4697621 The complaint Mr H complains that Admiral Financial Services Limited trading as Admiral Money, lent to him irresponsibly. What happened In April 2019, Mr H applied for and received a loan of £5,000 from Admiral for a car. It was to be repaid in 60 monthly instalments of £122.12... (3 pages)View decision -
Decision Reference DRN-4587828
8 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4587828 The complaint Ms K complains Bank of Scotland plc trading as Halifax transferred too much money to her individual savings account (ISA). What happened Ms K completed an ISA transfer to Halifax, and asked it to transfer a specific amount. But Halifax transferred the whole amount... (3 pages)View decision -
Decision Reference DRN-4723612
8 Apr 2024 Coutts & Company UpheldMortgagesDRN-4723612 The complaint Ms K complains about the service she experienced whilst Coutts & Company were considering her buy-to-let mortgage applications, which they ultimately declined. What happened In July 2022 Ms K had conversations with an adviser at Coutts about her plans to restr... (3 pages)View decision -
Decision Reference DRN-4594130
8 Apr 2024 Paymentsense Limited Not upheldBanking and PaymentsDRN-4594130 The complaint H, a limited company, complains that Paymentsense Limited trading as Dojo applied charges relating to card transactions even though it never released the funds. What happened The director of H explains he wanted to sell items to an existing customer. H had a limit... (2 pages)View decision -
Decision Reference DRN-4722459
8 Apr 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4722459 The complaint Mr B complains that National Westminster Bank Plc was irresponsible in its lending to him. Mr B is represented by a family member Mr B1. What happened Mr B was provided with a loan for £5,300 by NatWest in June 2023. The loan was repayable over 12 months with mont... (4 pages)View decision -
Decision Reference DRN-4570320
8 Apr 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4570320 The complaint Mr L complains that Tesco Personal Finance PLC trading as Tesco Bank won’t accept there was an issue when he was unable to make a payment using its online and app services. Although we have asked Mr L what redress he is seeking he hasn’t responded. What happened ... (2 pages)View decision -
Decision Reference DRN-4724486
8 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4724486 The complaint Mr M, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He says that due to his personal and financial circumstances this agreement was simply unaffordable and from the outset. What... (3 pages)View decision -
Decision Reference DRN-4677491
8 Apr 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4677491 The complaint Mrs T and Mr T complain The Royal Bank of Scotland plc trading as Virgin One account (RBS) failed to provide sufficient notice before closing their bank account. What happened Mr T says when he went online in August 2023 he discovered his joint bank account with R... (3 pages)View decision -
Decision Reference DRN-4724211
8 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4724211 The complaint The estate of the late Mrs B has complained that Lloyds Bank PLC delayed the arrangement of an executor account, causing financial loss to the estate. The executors have brought this complaint on behalf of the estate, and Mr B has made the submissions on behalf of... (3 pages)View decision
