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-5879875
3 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5879875 The complaint Ms C complains that Moneybarn No.1 Limited irresponsibly provided her with an unaffordable regulated conditional sale agreement to purchase a car. Ms C’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions... (3 pages)View decision -
Decision Reference DRN-5813131
3 Dec 2025 FREEMANS PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5813131 The complaint Miss E complains Freemans Public Limited Company (“Swimwear”) reported inaccurate information to credit reference agencies and failed to amend her credit file on request. What happened In April 2019, Miss E opened a running account credit facility with Swimwea... (4 pages)View decision -
Decision Reference DRN-5910218
3 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5910218 The complaint Miss T complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (“Alphera”) approved a vehicle finance agreement for her that she could not afford. What happened On 1 March 2022, Miss T wanted to buy a used car and the Alphera f... (6 pages)View decision -
Decision Reference DRN-5941500
3 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5941500 The complaint Mr G complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr G has explained that between March and Octob... (2 pages)View decision -
Decision Reference DRN-5994568
3 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5994568 The complaint Miss A complains that she was given incorrect information after Metro Bank PLC decided to close her account and that Metro Bank PLC reversed a credit of £798 by mistake which left her overdrawn. What happened Miss A had a number of accounts with Metro, includin... (2 pages)View decision -
Decision Reference DRN-5837288
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5837288 The complaint Mr C complains that Starling Bank Limited unnecessarily restricted his account and on more than occasion blocked a genuine payment he was trying to make. What happened On 19 July 2025 Mr C tried to make a £25 card payment from his account with Starling Bank. Th... (2 pages)View decision -
Decision Reference DRN-5880137
3 Dec 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5880137 The complaint Mr N complains about a car supplied to him using a hire purchase agreement taken out with Toyota Financial Services (UK) PLC trading as Redline Financial Services (“TFS”). What happened In February 2024, Mr N acquired a used car using a hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-5931397
3 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5931397 The complaint Mr M complains about the service he received from The Co-operative Bank PLC (the Co-op) when he switched accounts. What happened Mr M explained he switched bank accounts to the Co-op and wanted to take advantage of a promotional offer for switching. This incent... (3 pages)View decision -
Decision Reference DRN-5692596
3 Dec 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5692596 The complaint Mr K has complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again... (4 pages)View decision -
Decision Reference DRN-5976636
3 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5976636 The complaint Miss M complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex) unfairly defaulted her credit card account after she failed to make payments. What happened Miss M held a credit card account with Amex. The account required her to make monthly repayments t... (3 pages)View decision