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 360264 results
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Decision Reference DRN-4471980
22 Feb 2024 Citibank UK Limited Not upheldBanking and PaymentsDRN-4471980 The complaint Ms K is unhappy Citibank UK Limited (Citibank) closed her accounts. She believes she has been discriminated against because of her nationality. What happened The background to this complaint is well known to both parties so I will summarise briefly here. Citibank... (3 pages)View decision -
Decision Reference DRN-4600190
22 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4600190 The complaint Mr R complains about the rate of interest payable by Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) on the maturity of his fixed rate ISA. He doesn’t believe the interest rate to be fair. What happened Mr R opened a 1 year fixed rate ISA paying inter... (3 pages)View decision -
Decision Reference DRN-4473377
22 Feb 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4473377 The complaint Mr C has complained that his card payment to an insurer was wrongly declined by Lendable Ltd, trading as Zable. It has offered him £75 compensation, but he feels this is unfair. What happened Mr C called his insurer to make a payment with his Zable credit card. Un... (2 pages)View decision -
Decision Reference DRN-4469629
22 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4469629 The complaint Mrs B has complained about Bank of Scotland plc, trading as Halifax, incorrectly placing a default on her credit file in October 2017. What happened In 2016, Mrs B had arrears on her Halifax credit card account, and it issued a default notice. Although she then cl... (1 page)View decision -
Decision Reference DRN-4469198
22 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4469198 The complaint Mr S has complained that Tesco Personal Finance PLC, trading as Tesco Bank, hasn’t written off a debt he owes it. What happened Mr S has a debt with Tesco. He’s explained that his other creditors have all written off his debts, but only Tesco hasn’t. He feels that... (2 pages)View decision -
Decision Reference DRN-4459313
22 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4459313 The complaint Mr W has complained that National Westminster Bank Plc (‘NatWest’) took over £7,000 from one of his accounts, to pay for an alleged credit card debt. He says it did this without his consent, and that he’s not been provided with a breakdown of the debt. What happen... (2 pages)View decision -
Decision Reference DRN-4456869
22 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4456869 The complaint Mr H has complained that HSBC UK Bank Plc, trading as first direct, invited him to apply for a credit card, but then declined his application. This has affected his credit file. What happened Mr H had recently moved his bank account to first direct. He then receiv... (2 pages)View decision -
Decision Reference DRN-4426835
22 Feb 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4426835 The complaint Miss H has complained that Healthcare Finance Limited, through its agent, continued to take monthly repayments from her account, even though the loan had been fully repaid. What happened Miss H had a loan with Healthcare Finance, which she repaid in full. However,... (1 page)View decision -
Decision Reference DRN-4592638
22 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4592638 The complaint Mrs W has complained that Tesco Personal Finance PLC hasn’t refunded her for a collection fee, when she returned a sofa set she’d bought using her Tesco credit card. What happened Mrs W bought a sofa set using her credit card. However, when it arrived, she’s expla... (2 pages)View decision -
Decision Reference DRN-4636711
22 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4636711 The complaint Mrs H complains about the sale of a timeshare. She says that Mitsubishi HC Capital UK Plc (who I’ll call Mitsubishi) financed the purchase and that she therefore has claims against it. Mrs H has brought her complaint through a representative, so references to her ... (4 pages)View decision
