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 388057 results
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Decision Reference DRN-5991521
4 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5991521 The complaint Mr S complains about the quality of a van he has been financing through an agreement with CA AUTO FINANCE UK LTD (who I’ll call CAAF). What happened Mr S took receipt of a used van in May 2024. He financed the deal through a hire purchase agreement with CAAF. T... (2 pages)View decision -
Decision Reference DRN-5966941
4 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5966941 The complaint Mr H complains through a representative that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) failed to conduct adequate affordability checks before it lent to him. What happened In June 2020, Alphera provided Mr H with a h... (3 pages)View decision -
Decision Reference DRN-5829889
4 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5829889 The complaint Mrs and Mr A, who are represented in this matter, complain that Bank of Scotland plc (‘BoS’) won’t reimburse money they lost to fraud. As the circumstances have been given through the perspective of Mr A, for ease of reading I will refer to him throughout my de... (3 pages)View decision -
Decision Reference DRN-5806359
4 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806359 The complaint M, a limited company, complains that Revolut Ltd restricted the use of their account and withheld their funds. They’d like compensation for the disruption to their operations this caused. What happened The background to this complaint is well-known to both par... (2 pages)View decision -
Decision Reference DRN-5973574
4 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5973574 The complaint Mr G complains Capital One (Europe) plc treated him unfairly in relation to a credit card application he made. He says because of this, he’s lost out financially and been put to a lot of trouble and upset. What happened I issued a provisional decision on this c... (7 pages)View decision -
Decision Reference DRN-5930305
4 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5930305 The complaint Mr A has complained about the way American Express Services Europe Limited (“Amex”) handled his request for money back in relation to goods bought with his credit card. What happened Mr A ordered a handbag from a retailer (“the merchant”) costing £7,250 using ... (5 pages)View decision -
Decision Reference DRN-5766613
4 Dec 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5766613 The complaint Mr T has complained that the offer made to him by his motor insurer, Tradex Insurance Company PLC (Tradex), for the market value of his car was too low. What happened In May 2025, Mr T’s car was stolen and unfortunately it was never recovered. He made a claim ... (3 pages)View decision -
Decision Reference DRN-5693203
4 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5693203 The complaint Mr G is unhappy with how Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’) have handled payment plans on his two credit cards, and with what Virgin are reporting about the two accounts to the credit reference agencies (‘CRAs’). What happened Mr G had pay... (3 pages)View decision -
Decision Reference DRN-5995669
4 Dec 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5995669 The complaint Mr T’s complaint is about a redress payment he received from ReAssure Limited (‘RL’) in February 2024 in relation to one of two RL pensions he previously held. He transferred those pensions to AJ Bell in 2022. He mainly says the payment was made in the wrong m... (3 pages)View decision -
Decision Reference DRN-5748720
4 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5748720 The complaint Mr M complains through a representative that MotoNovo Finance Limited (“Motonovo”) failed to undertake a proportionate affordability assessment before lending. What happened In August 2019, Motonovo provided Mr M with a hire purchase agreement through a credit... (3 pages)View decision