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 381196 results
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Decision Reference DRN-5668129
24 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5668129 The complaint Mr J is unhappy that a van supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In November 2023, Mr J was supplied with a used commercial vehicle, a van, through a conditional sale agre... (3 pages)View decision -
Decision Reference DRN-5712431
24 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5712431 The complaint Mrs W complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs W was approved for a NewDay branded credit card in January 2020 (which I will refer to as A in this decision). A was approved with a £900 credit limit. I have detailed the credit ... (5 pages)View decision -
Decision Reference DRN-5387817
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5387817 The complaint Mr O complains that Revolut Ltd hasn’t refunded unauthorised payments made on his account to an investment scam. What happened In March 2024, Mr O says he was contacted about an investment opportunity that he later realised was a scam. He granted the caller acc... (2 pages)View decision -
Decision Reference DRN-5707717
24 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5707717 The complaint Mr A complains that a car supplied to him under a hire agreement with Volkswagen Financial Services (UK) trading as Audi Financial Services (VWFS) was of unsatisfactory quality. When I refer to what Mr A or VWFS have said or done, it should also be taken to in... (6 pages)View decision -
Decision Reference DRN-5659932
24 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5659932 The complaint Mr G complains that some end of contract hire charges Mitsubishi HC Capital UK PLC (Mitsubishi) applied were unfair. He would like these waived. What happened The details of this complaint are well known to both parties, so I won't repeat these again here... (2 pages)View decision -
Decision Reference DRN-5705008
24 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5705008 The complaint Mr R’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (14 pages)View decision -
Decision Reference DRN-5492000
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5492000 The complaint Miss D complains that National Westminster Bank PLC (NatWest) lent to her irresponsibly as she could not afford the repayments on the loans. What happened Miss D took three loans with NatWest and the table summarises the lending. Loan Date Loan amount Loan term... (3 pages)View decision -
Decision Reference DRN-5609718
24 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5609718 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s decision to decline a claim for the cost of a replacement key under a motor insurance policy. What happened Mr A had a motor insurance policy with Admiral that included cover in the event of lost keys... (2 pages)View decision -
Decision Reference DRN-5543353
24 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5543353 The complaint Miss K complains American Express Services Europe Limited (‘Amex’) didn’t set up a direct debit from her nominated account. Miss K would like this rectifying. What happened Miss K complained to Amex that she’d not been able to set up a direct debit from her n... (2 pages)View decision -
Decision Reference DRN-5671055
24 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5671055 The complaint Mr S complains that American Express Services Europe Limited (AESEL) registered a late payment marker on his credit file and suspended his account without giving him prior notice. What happened Mr S holds a credit card account with AESEL. On 22 October 2024 Mr ... (3 pages)View decision
