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 352408 results
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Decision Reference DRN-5124468
21 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5124468 The complaint Mr M complains that Santander UK Plc lent to him irresponsibly when they provided him with a loan for £10,000 in 2022. He’s also unhappy with further issues that have arisen since the investigator issued their initial opinion. What happened Mr M took out a loa... (3 pages)View decision -
Decision Reference DRN-4986701
21 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4986701 The complaint Mrs H has complained Tesco Personal Finance plc, trading as Tesco Bank, did nothing to stop the use of her credit card when being used online without her authority. What happened Between October and December 2023 Mrs H’s Tesco credit card details were used to m... (2 pages)View decision -
Decision Reference DRN-4886529
21 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4886529 The complaint Mr G complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (7 pages)View decision -
Decision Reference DRN-5066141
21 Nov 2024 One Insurance Limited UpheldInsuranceDRN-5066141 The complaint Mr P is complaining One Insurance Limited (‘OIL’) avoided his van insurance policy and in turn declined a claim he’d made. Another party has acted on Mr P’s behalf in the handling of Mr P’s complaint, but for ease of reference I shall refer to anything said on ... (3 pages)View decision -
Decision Reference DRN-4646993
21 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4646993 The complaint Mr S complains that Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) gave him incorrect information when he was considering his options to return his car early. What happened In November 2018, Mr S acquired a used car using a conditional sale agreeme... (4 pages)View decision -
Decision Reference DRN-5081094
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5081094 The complaint Mrs T has complained that HSBC UK Bank plc miscounted her cash deposit of nearly £600 when she took this to her branch. What happened Mrs T took coins and notes with her to deposit into HSBC when she visited her local branch in January 2024. She didn’t have an ... (2 pages)View decision -
Decision Reference DRN-5162054
21 Nov 2024 Lendable Ltd UpheldConsumer CreditDRN-5162054 The complaint Miss S complains that Lendable Ltd lent irresponsibly when it approved two loan applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In October 2020 Miss S applied for ... (4 pages)View decision -
Decision Reference DRN-5074524
21 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5074524 The complaint Mr F has complained Monzo Bank Ltd won’t refund him for two debit card transactions made to a holiday company. Mr F didn’t get the service he was expecting and didn’t know about the second payment taken. What happened In December 2023 Mr F was going abroad with... (3 pages)View decision -
Decision Reference DRN-5158573
21 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5158573 The complaint P, a limited company, complains that HSBC Bank UK PLC (HSBC) recalled its Bounce Back Loan (BBL), used part of the account funds to pay off the BBL (and withheld the remaining balance), and closed its bank account. P is represented by its director, Mr N. What h... (5 pages)View decision -
Decision Reference DRN-5082368
21 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5082368 The complaint Ms R is unhappy with Nationwide Building Society. This complaint is about a bank account statement that Ms R said doesn’t add up. Also, on the statement Ms R has raised points about a payment code, the date of transactions, a withdrawal record, and she is unhap... (2 pages)View decision
