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 157006 results
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Decision Reference DRN-5275194
26 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5275194 The complaint Mrs A complains Zopa Bank Limited have unfairly defaulted her loan account. What happened I understand Mrs A took out a loan for £15,000 on 20 September 2022, and her monthly repayment was listed as £552.74 over 36 months on her credit agreement. In April 2024... (3 pages)View decision -
Decision Reference DRN-5308529
26 Feb 2025 Leeds Building Society Not upheldMortgagesDRN-5308529 The complaint Mr H has complained that Leeds Building Society will not agree to give him a residential mortgage due to the fact that he does not currently live in the UK. He considers this is discriminatory as it places civil servants that work abroad for periods in a worse ... (2 pages)View decision -
Decision Reference DRN-4839029
26 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4839029 The complaint Ms L complains about the quality of a used car she acquired through a hire purchase agreement with Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’). Ms L says that the car had issues from around three weeks after she acquired it, and these weren’t rep... (4 pages)View decision -
Decision Reference DRN-5356442
26 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5356442 The complaint Mr T complains that a used car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) is of unsatisfactory quality. What happened In May 2022 Mr T took out a hire purchase... (5 pages)View decision -
Decision Reference DRN-5356494
26 Feb 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5356494 The complaint Mr B complains TransUnion International UK Limited (TU) haven’t removed an entry from his credit file when they should have. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (5 pages)View decision -
Decision Reference DRN-5258880
26 Feb 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5258880 The complaint Mr and Mrs B’s complaint relates to the mortgage they have with National Westminster Bank Plc (NatWest). They don’t think it is correct or fair that interest rate products offered to existing customers are not as beneficial as those offered to new customers. Wh... (3 pages)View decision -
Decision Reference DRN-5324496
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5324496 Complaint Miss M has complained about the overdraft charges The Royal Bank of Scotland (“RBS”) applied to her current account. She’s said the charges were applied unfairly as she was allowed to use her overdraft for a prolonged period and even when it was clear that she was ... (3 pages)View decision -
Decision Reference DRN-5099692
25 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5099692 The complaint Mr W complains that Sainsbury's Bank plc won’t refund to him the amount that he’s claimed in relation to some flights. What happened Mr W used his Sainsbury’s Bank credit card in December 2020 to pay £1,284.36 to an airline for some flights. He used the ou... (4 pages)View decision -
Decision Reference DRN-5282839
25 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5282839 The complaint Mr G complains about the way that Bank of Scotland plc has dealt with a credit card account balance transfer and the customer service that he’s received. What happened Mr G says that he applied to Bank of Scotland for a credit card with a 0% balance transfer of... (2 pages)View decision -
Decision Reference DRN-5308824
25 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5308824 The complaint Miss S complains that Tesco Personal Finance Limited trading as Tesco Bank recorded a late payment marker on her credit file. What happened Miss S holds a credit card with Tesco. On 16 August 2024 Miss S made a payment of £1,721.29, which was one day after the ... (3 pages)View decision
