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 384133 results
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Decision Reference DRN-5613619
27 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5613619 The complaint D says PayPal UK Ltd (“PayPal”) refuses to refund it for unauthorised transactions on its account. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In short, D says in August 2024 it noticed over £... (2 pages)View decision -
Decision Reference DRN-5471540
27 Nov 2025 Brewin Dolphin Limited Not upheldInvestmentsDRN-5471540 The complaint Mr B is complaining about the advice he received from Brewin Dolphin Limited (“Brewin”) in respect of four JISAs taken out on behalf his children. Mr B has claimed losses of at least £27,000. What happened In late 2019 Mr B opened through his then advisors Epoc... (5 pages)View decision -
Decision Reference DRN-5969516
27 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5969516 The complaint Mr O complains about the amount that Blue Motor Finance Limited has paid him for a car that was supplied to him under a hire purchase agreement, but which wasn’t of satisfactory quality. What happened A used car was supplied to Mr O under a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5978515
27 Nov 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5978515 The complaint Miss S says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. What happened Miss S took out a £6,000 loan over 60 months from 118 118 Money on 15 August 2025. The monthly repayments were £203.30 and the total repayable was £12,198. Mis... (4 pages)View decision -
Decision Reference DRN-5950463
27 Nov 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5950463 The complaint Mr D has complained about a buy to let (“BTL”) mortgage he held with Rooftop Mortgages Limited. What happened Mr D had a BTL property mortgaged with Rooftop. Due to arrears on the account Rooftop appointed Law of Property Act Receivers (“the Receivers”) to mana... (3 pages)View decision -
Decision Reference DRN-5978897
27 Nov 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5978897 The complaint Ms A complains that Lloyds Bank PLC unfairly reported to credit reference agencies that her loan was subject to an arrangement to pay. What happened I issued a provisional decision setting out what I thought about Ms A’s complaint. I’ve copied the relevant part... (5 pages)View decision -
Decision Reference DRN-5818655
27 Nov 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5818655 The complaint Mr D and Mrs D have complained about three buy to let (“BTL”) mortgages they held with Rooftop Mortgages Limited. What happened Mr D and Mrs D had three BTL properties they had mortgaged with Rooftop. Due to arrears on the accounts Rooftop appointed Law of Prop... (3 pages)View decision -
Decision Reference DRN-5866460
27 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5866460 The complaint Ms S complains that the car she acquired through BMW FINANCIAL SERVICS (GB) LIMITED, trading as ALPHERA Financial Services (“BMW”) was misrepresented to her. She says the colour of the car is not as she was told, and that this has de-valued it. Ms S is represe... (5 pages)View decision -
Decision Reference DRN-5958609
27 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5958609 The complaint Miss H complains that a hire purchase agreement with Blue Motor Finance Limited, under which a car was supplied to her, was unaffordable for her and that it was irresponsible for it to have provided the credit to her. She’s being represented in her complaint by... (3 pages)View decision -
Decision Reference DRN-5962044
27 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5962044 The complaint Mr M complains about his customer experience when he contacted American Express Services Europe Limited (AESEL). What happened On 8 September 2025 Mr M contacted AESEL to redeem his Membership Reward Points for a statement credit. The agent advised Mr M that th... (2 pages)View decision
