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 371633 results
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Decision Reference DRN-5497500
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5497500 The complaint Miss S complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. Miss S is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to both parties, so I’ll only provide ... (4 pages)View decision -
Decision Reference DRN-5597833
2 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5597833 The complaint Miss M complains that NewDay Ltd trading as Fluid and Aqua lent irresponsibly when it approved credit card applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss M’s... (4 pages)View decision -
Decision Reference DRN-5288679
2 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5288679 The complaint Mr W complains that BMW Financial Services (GB) (“BMWFS”) Limited refused him finance to acquire a car through a finance agreement. What happened In July 2024 Mr W approached a dealership to acquire a car using finance from BMWFS. His application was declined f... (2 pages)View decision -
Decision Reference DRN-5183228
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5183228 The complaint Mr B complains about a car supplied under a conditional sale agreement, provided by Santander Consumer (UK) Plc. What happened Around June 2020 Mr B acquired a used car under a conditional sale agreement with Santander. The car is listed with a cash price of £... (5 pages)View decision -
Decision Reference DRN-5413186
2 Jun 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5413186 The complaint Mr S complains that Tandem Motor Finance Limited (“Tandem”) failed to set up a payment arrangement for arrears relating to his hire purchase agreement which has negatively affected his credit file. What happened Mr S acquired a car financed through a hire purch... (3 pages)View decision -
Decision Reference DRN-5527864
2 Jun 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5527864 The complaint Mr M complains about how Home Retail Group Card Services Limited, trading as Argos Card, has administered his account. What happened Mr M has several issues with how Argos have administered his store card account. As I understand it, the crux of the matter is ... (4 pages)View decision -
Decision Reference DRN-5137326
2 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5137326 The complaint Miss H complains that the car she acquired through Secure Trust Bank Plc, trading as V12 Vehicle Finance (“V12”) wasn’t of satisfactory quality. Although she initially wanted V12 to pay for repairs, she now wants to reject the car and cancel the credit agreemen... (5 pages)View decision -
Decision Reference DRN-5595160
2 Jun 2025 Fintern Ltd UpheldConsumer CreditDRN-5595160 The complaint Mr K complains that Fintern Ltd trading as Abound lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In January 2024 Mr K app... (5 pages)View decision -
Decision Reference DRN-5503800
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5503800 The complaint Mr T and Mrs T complain about how U K Insurance Limited (UKI).dealt with a claim under their motor insurance policy following a collision with a third party vehicle, deeming it to be a fault claim. References to UKI in this decision include their agents. What... (3 pages)View decision -
Decision Reference DRN-5559086
2 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5559086 The complaint Mr F and Mr S say Metro Bank PLC (“Metro”) refuses to refund them for transactions on their account that they say were unauthorised. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr F and M... (2 pages)View decision
