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-5114335
14 Apr 2025 Madison CF UK Limited UpheldBanking and PaymentsDRN-5114335 The complaint Mr D complains Madison CF UK Limited trading as 118 118 Money (“118”) lent to him irresponsibly and sent him malicious communications. What happened In January 2024 Mr D was given a credit card by 118 with a limit of £500. Then in April 2024 he was given a loa... (3 pages)View decision -
Decision Reference DRN-5162688
14 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5162688 The complaint C complains that HSBC UK Bank Plc did not reimburse the money it lost to a scam. What happened C’s director, Mr H, saw an individual boarding up a property near Mr H’s home. He had concerns that the land was going to be turned into a commercial lot with restaur... (3 pages)View decision -
Decision Reference DRN-4962588
14 Apr 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4962588 The complaint Ms B and Mr M are unhappy that a car supplied to them under a hire purchase agreement with MI Vehicle Finance Limited (‘MIVF’) was of an unsatisfactory quality. The complaint has been brought jointly however the correspondence on file has been provided by Mr M,... (4 pages)View decision -
Decision Reference DRN-5476494
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5476494 The complaint Mrs S complains that Barclays Bank UK PLC, trading as Barclaycard, rejected her credit application and didn’t explain why. What happened Mrs S applied for a credit card with Barclaycard. They declined her application because they deemed it unaffordable for her.... (2 pages)View decision -
Decision Reference DRN-5482261
14 Apr 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5482261 The complaint A company, which I’ll refer to as I, complains that ClearBank Limited won’t refund payments it considers to be part of a scam. Mr H, who is a director of I, brings the complaint on I’s behalf. ClearBank partner with Tide to provide I’s account. While Clear Ba... (2 pages)View decision -
Decision Reference DRN-4484258
14 Apr 2025 Standard Life Savings Limited Not upheldInvestmentsDRN-4484258 The complaint Mr B complains that Standard Life Savings Limited (‘Standard Life’) has behaved unfairly in relation to the administration of the investment account held by his late mother, Mrs B. What happened Though the timeline is well-known, to assist both parties I will ... (9 pages)View decision -
Decision Reference DRN-5482549
14 Apr 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5482549 The complaint Mr B says that PayPal UK Ltd (PayPal) were unreasonable to report a default to his credit file. What happened Mr B contacted PayPal in June 2024 to explain that he was struggling to make payments towards a revolving credit agreement he had with them. A reduced ... (2 pages)View decision -
Decision Reference DRN-5481967
14 Apr 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5481967 The complaint Mr L complains that Kroo Bank Ltd has declined to refund a payment he says he didn’t authorise. What happened Mr L has explained that he was interested in trading, and after seeing an advert on social media he signed up to a website. Mr L was contacted by an ad... (4 pages)View decision -
Decision Reference DRN-5139096
14 Apr 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5139096 The complaint Mr J is unhappy that Liverpool Victoria Financial Services Limited (‘LV’) didn’t start paying a claim made under his income protection insurance policy (‘the policy’) from an earlier date. What happened Mr J stopped working in March 2023. His absence was cover... (4 pages)View decision -
Decision Reference DRN-5469297
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469297 The complaint Ms T complains that Santander UK Plc (Santander) won’t refund money she lost in an investment scam. What happened What Ms T says: Ms T was looking for ways to increase her income so that she could afford to provide for her two young children during the pandemic... (4 pages)View decision
