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 360982 results
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Decision Reference DRN-5237147
8 Jan 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5237147 The complaint Miss M complained about how her claim under Section 75 of the Consumer Credit Act 1974 was handled by Omni Capital Retail Finance Limited (OCRFL). What happened Miss M said she entered into a contract for dental treatment with a supplier I’ll call P in March 2... (7 pages)View decision -
Decision Reference DRN-4875610
8 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4875610 The complaint Mr J complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, was misrepresented to him. What happened A used car was supplied to Mr J under a conditional sale agre... (3 pages)View decision -
Decision Reference DRN-5108716
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5108716 The complaint Mr and Mrs N complain that Barclays Bank UK PLC (‘Barclays’) won’t refund money they say was lost as the result of a scam. What happened In April 2022, Mr and Mrs N were approached about an investment opportunity by an introducer. Mr and Mrs N received market... (4 pages)View decision -
Decision Reference DRN-5246636
8 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5246636 The complaint Mr R complains that Bank of Scotland plc trading as ‘Halifax’, has discriminated against him for failing to make relevant reasonable adjustments for him and has, as a result, breached the Equality Act 2010. What happened Mr R has had a credit card with Halifax... (3 pages)View decision -
Decision Reference DRN-5184299
8 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5184299 The complaint Mrs S complains Santander UK plc (Santander) asked intrusive and unnecessary questions when she tried to make a payment to her daughter’s bank account. What happened Mrs S says in late August 2024 she walked to her local branch of Santander, so she could comple... (2 pages)View decision -
Decision Reference DRN-5246554
8 Jan 2025 Paymentsense Limited Not upheldBanking and PaymentsDRN-5246554 The complaint Mr A complains that Paymentsense Limited (trading as Dojo) unreasonably closed his merchant account without notice. They have continued to withhold the remaining funds. He’d like the funds released. What happened Mr A entered into a merchant agreement with Doj... (2 pages)View decision -
Decision Reference DRN-5063633
8 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5063633 The complaint A company, which I’ll refer to as M, complains that Wise Payments Limited failed to do more to prevent one of its accounts being used to launder stolen funds. Mr J, who is a Director of M, brings the complaint on the company’s behalf. What happened As the circu... (3 pages)View decision -
Decision Reference DRN-5209655
8 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5209655 The complaint Mrs M complains about how Ageas Insurance Limited (Ageas) dealt with a claim under her home insurance policy for damage caused by an escape of water. References to Ageas in this decision include their agents who provide services under the policy. This decisio... (4 pages)View decision -
Decision Reference DRN-5193406
8 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5193406 The complaint Miss D complains about issues she experienced when her account with Vanquis Bank Limited was closed. What happened Miss D opened a credit card account with Vanquis in March 2021. On 30 May 2023 Vanquis wrote to Miss D to advise her that the APR on the account w... (3 pages)View decision -
Decision Reference DRN-5237449
8 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5237449 The complaint Miss A is unhappy with the service she received from Barclays Bank UK PLC surrounding a transfer from her account which didn’t complete successfully. What happened Miss A instructed a transfer of money from her Barclays account to an account she held in her nam... (3 pages)View decision
