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-4480622
25 Jan 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4480622 Complaint Miss N complains that Volkswagen Financial Services UK Limited (“VWFS”) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Background In April 2018, VWFS provided Miss N w... (3 pages)View decision -
Decision Reference DRN-4460245
25 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4460245 The complaint Mrs G complains National Westminster Bank Plc (NatWest) have: Changed her current account from a Reward to a Select account without telling her Continued charging her £24 a year for a Reward credit card even though the rewards had stopped around a year previousl... (4 pages)View decision -
Decision Reference DRN-4422727
25 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4422727 The complaint Mr R complains that Nationwide Building Society won’t refund all the money he lost when he was the victim of a scam. What happened In or around 2017, Mr R met a woman on a dating website. They started exchanging messages and their relationship developed to the poi... (7 pages)View decision -
Decision Reference DRN-4446135
25 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4446135 The complaint Mr S complains NewDay Ltd reduced the credit limit on his credit card from £4,500 to £1,100 without notice. What happened Mr S received an email on 14 June 2023 to tell him his credit limit would be reducing. He says he called them up, as although he knew they cou... (2 pages)View decision -
Decision Reference DRN-4580056
25 Jan 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4580056 The complaint Mr S complains that Ikano Bank AB (publ) rejected his claim under Sections 75 and 140 of the Consumer Credit Act 1974. What happened In 2019, Mr S agreed to purchase a solar panel system (“the system”) from a supplier. Before installation he agreed to add a batter... (2 pages)View decision -
Decision Reference DRN-4580054
25 Jan 2024 Home in One Financial Services Limited UpheldMortgagesDRN-4580054 The complaint Mr and Mrs B’s complaint is about the service they received from Home in One Financial Services Limited, when they were looking to re-mortgage their home. They believe that it caused significant delays and as a result they will face higher mortgage costs going for... (4 pages)View decision -
Decision Reference DRN-4414192
24 Jan 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4414192 The complaint Mr A is unhappy that National Westminster Bank Plc (“NWB”) refused to write off all or part of his loan and reduce his loan repayments when he lost his job. What happened In March 2023 Mr A entered into a loan agreement with NWB for £10,000. The term of the loan w... (2 pages)View decision -
Decision Reference DRN-4579536
24 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4579536 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money refused to close down his credit card account when he asked it to. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 9 January 2024 (bel... (4 pages)View decision -
Decision Reference DRN-4479621
24 Jan 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4479621 The complaint Ms A complains that MBNA Limited (‘MBNA Limited’) irresponsibly gave two credit card accounts that she couldn’t afford. What happened On 12 January 1999, Ms A applied for a credit card account with MBNA Limited. The account opened on 2 February 1999. On 29 March 2... (3 pages)View decision -
Decision Reference DRN-4524584
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4524584 The complaint Mr K complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr K, who has a representative, has an account with Monzo Bank and an account elsewhere. Mr K says he was looking for work when he received a message fro... (5 pages)View decision
