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 381082 results
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Decision Reference DRN-5715508
5 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5715508 The complaint Mr B complains that American Express Services Europe Limited won’t refund to him the money that he paid for some accommodation and other amounts that he’s claimed. What happened Mr B used his American Express credit card in December 2024 to pay £958.45 to a boo... (4 pages)View decision -
Decision Reference DRN-5706667
5 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706667 The complaint Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (15 pages)View decision -
Decision Reference DRN-5736873
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5736873 The complaint Mrs K complaints that NewDay Ltd trading as Aqua gave her a credit card and limit increase which she couldn’t afford to repay. What happened In June 2021 Aqua gave Mrs K a credit card with a £1,200 limit. In October 2021 Aqua increased the limit to £2,450. Mrs ... (4 pages)View decision -
Decision Reference DRN-5613509
5 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5613509 The complaint Ms O complains about the treatment she received from Barclays Bank UK PLC trading as Barclaycard. What happened Ms O is a customer of Barclaycard. On 10 April 2025, she used Barclaycard’s live chat facility to ask about her statement cut-off date. Ms O found it... (3 pages)View decision -
Decision Reference DRN-5732764
5 Aug 2025 Thomas Brannigan Not upheldPensions and AnnuitiesDRN-5732764 The complaint Mr H complains about the advice he received from Thomas Brannigan trading as Hanson Financial Services (‘HFS’) to transfer his defined benefit (‘DB’) pension to a personal pension in 2021. He is also unhappy with the ongoing advice he received with regards to f... (12 pages)View decision -
Decision Reference DRN-5737346
5 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5737346 The complaint Mr H complains that Revolut Ltd won’t refund in full the money he lost when he fell victim to a scam. What happened Mr H was looking to apply for a loan through a broker’s website. He received a call from an individual purporting to be from a lender “E”, and t... (4 pages)View decision -
Decision Reference DRN-5692691
5 Aug 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5692691 The complaint Mr L complains that Volvo Car UK Limited did not correctly set up a finance agreement for his car in March 2024. What happened Mr L says he signed a 48-month 0% finance agreement in March 2024, but that direct debits were not taken as expected from April 2024.... (2 pages)View decision -
Decision Reference DRN-5287399
5 Aug 2025 Tesco Mobile Limited Not upheldConsumer CreditDRN-5287399 The complaint Mr W has complained about the quality of mobile phone(s) supplied under fixed sum loan agreement(s) with Tesco Mobile Limited. What happened Mr W entered into a fixed sum loan agreement with Tesco Mobile in March 2020. He bought a phone which cost around £720 ... (3 pages)View decision -
Decision Reference DRN-5656928
5 Aug 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5656928 The complaint Mr A complains that Citibank UK Limited won’t reimburse him payments he made towards a bathroom renovation, that he now considers to have been part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in ... (4 pages)View decision -
Decision Reference DRN-5732936
5 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5732936 The complaint Mr B has complained that a car he acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“BMWFS”) was misrepresented to him, in that he was not told about its salvage history. What happened Mr ... (4 pages)View decision
