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 366763 results
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Decision Reference DRN-5073734
14 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5073734 The complaint Mr L complains about the quality of a car he acquired under a hire purchase agreement with Oodle Financial Services Limited (Oodle). When I refer to what Mr L has said and what Oodle have said, it should also be taken to include things said on their behalf. W... (3 pages)View decision -
Decision Reference DRN-5176601
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5176601 The complaint Mr C complains about the handling of repayment of a loan he had with National Westminster Bank Plc. What happened Mr C held various accounts with NatWest – including a current account and a loan. But in August 2021 the bank wrote to him to say that they’d be c... (3 pages)View decision -
Decision Reference DRN-4813124
14 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4813124 The complaint Mr L complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5069619
14 Mar 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5069619 The complaint Mr Y complains Madison CF UK Limited trading as 118 118 Money (“118”) lent to him irresponsibly. He feels the card and subsequent increases shouldn’t have been provided as they were unaffordable. What happened In August 2020 Mr Y applied for a credit card with... (5 pages)View decision -
Decision Reference DRN-5394766
14 Mar 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5394766 The complaint Miss W complains Principality Building Society allowed another party to make instructions on her signatory account. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in great detail here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN-5351546
14 Mar 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5351546 The complaint Miss W complains Principality Building Society allowed another party to make instructions on her signatory account. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in great detail here. Instead, I’ll focu... (2 pages)View decision -
Decision Reference DRN-5394655
14 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5394655 The complaint Mr D complains that the goods he was supplied with under a fixed sum loan provided by Telefonica UK Limited trading as O2 (“Telefonica”) were not of satisfactory quality. He also complains that Telefonica unfairly declined his request to withdraw from the agree... (6 pages)View decision -
Decision Reference DRN-5078844
14 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5078844 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5393798
14 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5393798 The complaint Mr B complains Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In March 2023, Mr B entered into a 49 month conditional sale agreement for a used car.... (5 pages)View decision -
Decision Reference DRN-5367156
14 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5367156 The complaint Mrs A complains Shop Direct Finance Company Limited trading as Very provided her with an unaffordable catalogue shopping account; and have charged unreasonable levels of interest on Buy Now Pay Later (BNPL) transactions. What happened Shop Direct provided Mrs A... (5 pages)View decision
