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-5860985
9 Dec 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5860985 The complaint Mr G is unhappy with the amount he was asked to pay by Volvo Car UK Limited after finishing his hire agreement early. What happened Mr G took out a hire agreement with Volvo. He then decided to end his agreement early. Mr G is unhappy that he had to wait 10 day... (3 pages)View decision -
Decision Reference DRN-5815583
9 Dec 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5815583 The complaint Mr S complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car and have the credit agreement cancelled. What happened Mr S en... (4 pages)View decision -
Decision Reference DRN-5669171
9 Dec 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5669171 The complaint Mr K complains about the actions of Currencies Direct Limited when he lost money to a scam. Mr K is being supported in making the complaint by a representative, but for ease, I’ll only refer to Mr K. What happened The detailed background to this complaint is ... (4 pages)View decision -
Decision Reference DRN-5647288
9 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5647288 The complaint Mr K and Ms W complain about the actions of National Westminster Bank Public Limited Company when they lost money to a scam form a joint account. Mr K and Ms W are being supported in making the complaint by a representative, but for ease, I’ll only refer to Mr... (3 pages)View decision -
Decision Reference DRN-5990417
9 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5990417 The complaint Mrs N has complained Lloyds Bank PLC paid her inadequate compensation after being a victim of theft left her vulnerable. She was also concerned about the customer service issues she had. What happened Last December Mrs N had her purse stolen. This left her feel... (2 pages)View decision -
Decision Reference DRN-5910459
9 Dec 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5910459 The complaint Ms G complains that Red Sands Insurance Company (Europe) Limited declined a claim on her motor warranty. Throughout the complaint process, Ms G has had a representative helping her. In this decision, any reference to Ms G includes the actions and comments of he... (3 pages)View decision -
Decision Reference DRN-5779897
9 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5779897 The complaint Miss H complains about the balance owing under a hire purchase agreement she has with CA Auto Finance UK Ltd (‘CAAF’). What happened In March 2023, Miss H took out a hire purchase agreement with CAAF to acquire a used car. The cash price of the car was around £... (3 pages)View decision -
Decision Reference DRN-5661299
9 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5661299 The complaint M, a limited company, has complained National Westminster Bank Public Limited Company did nothing to stop a payment being made by the business to fraudsters. What happened M is a limited company with two directors; Mr M and Mr P. Mr M has brought M’s complaint ... (3 pages)View decision -
Decision Reference DRN-5851371
9 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5851371 The complaint Mr W, a director of O Ltd, complains on its behalf that Wise Payments Limited, trading as Wise, has frequently suspended their transactions because they were using a VPN. What happened Mr W said that for over two years he has used the Wise app for payments in ... (4 pages)View decision -
Decision Reference DRN-5891932
9 Dec 2025 Digital Moneybox Limited UpheldBanking and PaymentsDRN-5891932 The complaint Mr M complains that Digital Moneybox Limited delayed in chasing up a request to transfer his cash ISAs. What happened Mr M had two cash ISAs with another provider I’ll call V. He decided to transfer them to Moneybox. Moneybox sent a transfer request via email t... (2 pages)View decision