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 392389 results
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Decision Reference DRN-5985931
12 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5985931 The complaint Mr S complains about the quality of a car supplied to him by Startline Motor Finance Limited (“SMF”). What happened Mr S entered into a hire purchase agreement in March 2024 for the supply of a used car. The car was around six years old and had covered a little... (4 pages)View decision -
Decision Reference DRN-5686698
12 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5686698 The complaint Mr and Mrs P complain that HSBC UK Bank Plc trading as first direct bank (‘First Direct’) won’t reimburse the money they lost to an investment scam. They’re represented by a Claims Management Company. For simplicity, I’ll refer to Mr and Mrs P throughout this d... (5 pages)View decision -
Decision Reference DRN-5759528
12 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5759528 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money unfairly applied interest and fees to his credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a summary, Mr W hold... (3 pages)View decision -
Decision Reference DRN-5655697
12 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5655697 The complaint Mr M complains that a car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened On 12 March 2020 Mr M acquired a new car financed through a conditional sale agreement with Santan... (3 pages)View decision -
Decision Reference DRN-4591027
12 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4591027 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5963265
12 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5963265 The complaint Mr P is unhappy that the vehicle supplied to him under his hire purchase agreement with FIRST RESPONSE FINANCE LIMITED was overpriced, and that this was misrepresented to him. What happened In September 2023, Mr P was supplied with a used car through a hire pu... (3 pages)View decision -
Decision Reference DRN-6012510
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6012510 The complaint Mr A and Miss G complain that Lloyds Bank Plc failed to support Miss G when she encountered difficulties with an insurance benefit linked to their Platinum account. What happened Mr A and Miss G had a Platinum account with Lloyds. One of the benefits of this p... (2 pages)View decision -
Decision Reference DRN-5510646
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5510646 The complaint Ms H complains Bank of Scotland plc trading as Halifax won’t refund transactions made from her credit card account which she says she didn’t make or authorise. Ms H is represented in this complaint, as it’s her complaint, I’ve referred mostly to her. What hap... (3 pages)View decision -
Decision Reference DRN-5489241
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5489241 The complaint Ms H complains Revolut Ltd won’t refund transactions made from her credit card account which she says she didn’t make or authorise. Ms H is represented in this complaint, as it’s her complaint, I’ve referred mostly to her. What happened Ms H reported several ... (3 pages)View decision -
Decision Reference DRN-6018642
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6018642 The complaint Mr P complains that Revolut Ltd hasn’t reimbursed payments he says he didn’t make or allow anyone else to make. What happened Mr P is disputing several card payments made at the beginning of April 2024. He says he didn’t make them and wasn’t involved in setting... (3 pages)View decision