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-5923106
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5923106 The complaint Miss R complains that NewDay Ltd (Aqua) declined her claim for a refund of a transaction made using her credit card account. What happened In September 2024, Miss R bought three mobile phones from a seller on eBay that I’ll refer to as “Y”. She paid £4,575 for... (5 pages)View decision -
Decision Reference DRN-5995440
9 Dec 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5995440 The complaint Mr N1, Mrs N2 and Mr N3 have complained as trustees about the way that St. James’s Place Wealth Management Plc (‘SJP’) have administered investments that are held under various trusts. Although all three trustees have brought this complaint, it is Mr N1 who ha... (8 pages)View decision -
Decision Reference DRN-5795777
9 Dec 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5795777 The complaint Mr U complains Shop Direct Finance Company Limited (SDFCL) gave him wrong advice that led to the closure of his account. What happened On 10 October 2020, Mr U entered into a running account credit agreement with SDFCL, allowing him to purchase goods and servi... (3 pages)View decision -
Decision Reference DRN-5839500
9 Dec 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5839500 The complaint Mr D complains that Fairscore Ltd trading as Updraft (‘Fairscore’) was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest and any adverse information removed from his credit file. What happ... (3 pages)View decision -
Decision Reference DRN-5983681
9 Dec 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5983681 The complaint Mr E complains about the handling of his motor insurance claim by Advantage Insurance Company Limited. Specifically, Mr E says additional damage was caused to his vehicle during the claim process. What happened The following is intended only as a summary of the... (5 pages)View decision -
Decision Reference DRN-5751712
9 Dec 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5751712 The complaint Mr G complains that My Finance Club Limited lent to him irresponsibly when they provided him with five personal loans. What happened In 2024, Mr G was provided with five short-term loans from My Finance Club. I’ve included a table below showing more detail ar... (3 pages)View decision -
Decision Reference DRN-5873080
9 Dec 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5873080 The complaint Mr F complains that a car that was supplied to him under a hire agreement with Leasys UK Limited wasn’t of satisfactory quality. Mr F’s father is also involved with his complaint. What happened I issued a provisional decision on this complaint in October 2025 i... (4 pages)View decision -
Decision Reference DRN-5986082
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5986082 The complaint Mrs M has complained about how NewDay Ltd (NewDay) handled a refund claim she made. What happened As all parties are familiar with the circumstances of this complaint, I’ll be setting these out, as necessary, alongside my findings below. What I’ve decided – and... (2 pages)View decision -
Decision Reference DRN-5994720
9 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5994720 The complaint Mr R says BMW FINANCIAL SERVICES (GB) LIMITED trading as MINI Financial Services (BMWFS) have been unreasonable not to supply him with a VAT invoice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a ... (2 pages)View decision -
Decision Reference DRN-5603212
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5603212 Complaint Miss B is unhappy that Santander UK Plc didn’t reimburse her after she reported falling victim to a scam. Background In 2019, Miss B was introduced to an investment opportunity with a company I’ll refer to as Company S. The source of that introduction was Mr K. I ... (4 pages)View decision