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-5287389
25 Feb 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5287389 The complaint Mrs A has complained that Ikano Bank AB (publ) “Ikano” rejected her claim against it under Section 75 of the Consumer Credit Act 1974 “The Act”. What happened Mrs A bought a solar panel system “the system” for her home in July 2019. The purchase was funded by ... (4 pages)View decision -
Decision Reference DRN-5318741
25 Feb 2025 Elderbridge Limited UpheldMortgagesDRN-5318741 The complaint Mr and Mrs W complain that Elderbridge Limited: • Set up the mortgage incorrectly on an interest only rather than a repayment basis • Is claiming a mortgage balance that is too high – it should be paid off by now. • Has not treated them fairly. What happened In... (7 pages)View decision -
Decision Reference DRN-5228064
25 Feb 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5228064 The complaint Miss G has complained Brent Shine Credit Union Limited, trading as My Community Bank, is asking her to repay a personal loan she didn’t take out. What happened In 2023, Miss G’s father fell for a scam. After seeing an advert on social media endorsed by a well-k... (3 pages)View decision -
Decision Reference DRN-4964681
25 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4964681 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Bank of Scotland plc trading as Halifax (“Halifax”). What happened In January 2022, Miss S acquired a used car using a hire purchase agreement with Halifax. The car was... (5 pages)View decision -
Decision Reference DRN-5289999
25 Feb 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5289999 The complaint Ms B’s complaint is about a buy-to-let (BTL) mortgage she holds with Clydesdale Bank Plc trading as Virgin Money (referred to here as VM). Ms B says that in 2022 VM told her she could live in the property, but in 2024 said there was no consent for this. What ... (3 pages)View decision -
Decision Reference DRN-5252844
25 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5252844 The complaint Mr R has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Metro in August 20217. In October 2023 Mr R was asked to explain two credits of £700 and £800 that had... (2 pages)View decision -
Decision Reference DRN-4801217
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4801217 The complaint Mr B complains that Revolut Ltd has allowed payments to be made from his account without his knowledge or permission and won’t refund his losses. What happened After falling victim to a scam in 2022, chargebacks were raised and were successful. Funds of around ... (3 pages)View decision -
Decision Reference DRN-5333709
25 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5333709 The complaint Mr O’s complaint arises out of his mortgage account with Bank of Scotland plc trading as Halifax. In a decision dated 19 February 2025 I explained that I will only be considering the following matters: - that Mr O was told (incorrectly) in 2019 that a sub-acc... (4 pages)View decision -
Decision Reference DRN-5298713
25 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5298713 The complaint Mr P complains that Yorkshire Building Society (YBS) is fraudulently advertising its Fixed Rate Individual Savings Accounts (ISA) by highlighting an Annual Equivalent Rate (AER), whilst admitting that it only pays simple interest over a period greater than one ... (3 pages)View decision -
Decision Reference DRN-5335232
25 Feb 2025 MBNA Limited UpheldBanking and PaymentsDRN-5335232 The complaint Mr G complains that MBNA Limited provided him with a credit card account he couldn’t afford. Mr G says MBNA also increased his credit limit twice and he was unable to afford these. What happened I issued a provisional decision on this complaint in January 2025... (3 pages)View decision
