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 381196 results
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Decision Reference DRN-5739961
8 Aug 2025 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5739961 The complaint Mr and Mrs H’s complaint is about a mortgage they had with Mortgage Agency Services Number Five Limited (MAS5). They are unhappy that they were unable to attach new interest rate products to their mortgage during the term and say they were mortgage prisoners. T... (5 pages)View decision -
Decision Reference DRN-5581883
8 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5581883 Complaint Mr R has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Capital One provided Mr R with a credit card with an initial limit of £20... (3 pages)View decision -
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
