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 380824 results
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Decision Reference DRN-5698431
8 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5698431 Complaint Mrs T complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was ... (5 pages)View decision -
Decision Reference DRN-5700447
7 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5700447 The complaint Mr N is being represented by a family member. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. To make things simpler, I’ll refer to submissions from his representative as if they came from Mr N himself. What ... (3 pages)View decision -
Decision Reference DRN-5742805
7 Aug 2025 Black Horse Limited UpheldConsumer CreditDRN-5742805 The complaint Miss K complains about the quality of a car she acquired under a hire purchase agreement with Black Horse Limited (BH). When I refer to what Miss K and BH said or did, it should also be taken to include things said or done on their behalf. What happened In No... (9 pages)View decision -
Decision Reference DRN-5539321
7 Aug 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5539321 The complaint Mrs J complains that Marks & Spencer Financial Services plc, trading as M&S Bank, won’t refund to her the deposit that she paid for a bathroom installation. What happened Mrs J agreed with a bathroom installation company in August 2024 that it would ins... (3 pages)View decision -
Decision Reference DRN-5742720
7 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5742720 The complaint Mr T is unhappy with how Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (‘VWFS’) set up a hire purchase agreement. What happened Mr T acquired a car under a hire purchase agreement (‘agreement A’) with VWFS around September 2022.... (7 pages)View decision -
Decision Reference DRN-5397090
7 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5397090 The complaint Miss H has complained that Barclays Bank UK PLC won’t refund some payments which she’s alternately said she either didn’t make, or she did make but as part of a scam. What happened In spring 2024, Miss H was cold contacted by a scammer posing as a recruiter. Th... (3 pages)View decision -
Decision Reference DRN-5698152
7 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5698152 The Complaint Miss M complains that MBNA Limited reported a late payment marker on her credit file. She’s also unhappy that her credit limit has been reduced. What happened Miss M holds a credit card account with MBNA ending 7292. Miss M missed monthly payments to the accoun... (3 pages)View decision -
Decision Reference DRN-5669533
7 Aug 2025 Premier Insurance Company Limited UpheldInsuranceDRN-5669533 The complaint Mrs S complains that Premier Insurance Company Limited (“Premier”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid electric car, made by a premium-brand car-maker and ... (4 pages)View decision -
Decision Reference DRN-5742647
7 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5742647 The complaint Mrs F complains that NewDay Ltd trading as Aqua (“Aqua”) lent to her irresponsibly when it provided her with a credit card account and subsequent credit limit increases. Mrs F also complains about NewDay cancelling her account without notice, causing her issue... (5 pages)View decision -
Decision Reference DRN-5392979
7 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5392979 The complaint Mr B and C – a limited company – complain about the way Aviva Insurance Limited (“Aviva”) settled a claim made on Mr B’s motor insurance policy, following a vehicle leased by C being stolen. What happened C entered into a lease agreement for a new car in July ... (4 pages)View decision
