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 353748 results
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Decision Reference DRN-4597072
18 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4597072 The complaint Mrs S complains that HSBC UK Bank Plc trading as First Direct didn’t inform her that her account switch had been delayed. What happened Mrs S applied to switch her account to First Direct. She asked for the switch to completed on 23 October 2023. The switch was de... (2 pages)View decision -
Decision Reference DRN-4614840
18 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4614840 The complaint Mr and Mrs W complain Lloyds Bank PLC: Sent a dormancy letter which if it hadn’t been responded to would have led to their funds being transferred to charity Closed down their account after raising a complaint Didn’t offer Mr W a seat in branch when he went in ... (5 pages)View decision -
Decision Reference DRN-4661737
18 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4661737 Complaint Mr M has complained that Capital One (Europe) Plc (“Capital One”) irresponsibly provided him with a credit card account, which it then increased the credit limit on, without carrying out comprehensive income verification or affordability assessments . Background Mr M ... (3 pages)View decision -
Decision Reference DRN-4654249
18 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4654249 Complaint Miss R has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with a credit card as it was unaffordable due to already having significant debts elsewhere. Background Virgin Money pr... (3 pages)View decision -
Decision Reference DRN-4609937
18 Mar 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4609937 Complaint Miss O has complained about loans Bank of Scotland plc (trading as “Halifax”) provided to her. She says that Halifax provided her with unaffordable loans. Background One of our investigators reviewed what Miss O and Halifax had told us. And she thought that Halifax ha... (3 pages)View decision -
Decision Reference DRN-4684353
18 Mar 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4684353 Complaint Mrs H has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was irresponsibly lent as it was provided at a time where she already had extensive debts and was therefore unaffordable. Background 118 118 Mo... (3 pages)View decision -
Decision Reference DRN-4685990
18 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4685990 The complaint Mr C is complaining about Barclays Bank UK PLC trading as Barclaycard because it reported a late payment to credit reference agencies (CRAs) when his direct debit payment was returned. He says he was told he had 14 days to make payments in this scenario before his... (3 pages)View decision -
Decision Reference DRN-4634326
18 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4634326 Complaint Miss A has complained that Capital One (Europe) Plc (“Capital One”) irresponsibly provided her with a credit card, which it then increased the credit limit on, without checking her circumstances and this placed her in a revolving door of debt. Background Miss A was pr... (3 pages)View decision -
Decision Reference DRN-4664476
18 Mar 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4664476 Complaint Mrs D complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In April 2019, MotoNovo provided Mrs D with finance for a used ... (3 pages)View decision -
Decision Reference DRN-4655521
18 Mar 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4655521 Complaint Mr B complains that Close Brothers Limited (“Close Brothers”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance wasn’t affordable for him. Background In April 2018, Close Brothers provided Mr B with finance for a car. The purchase p... (3 pages)View decision
