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 162956 results
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Decision Reference DRN-5415515
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5415515 The complaint Mr F is unhappy that a car supplied to him under a Personal Contract Purchase agreement with CA Auto Finance UK Ltd (“CA Auto”) was of an unsatisfactory quality. When I refer to what Mr F has said and what CA Auto has said, it should also be taken to include t... (4 pages)View decision -
Decision Reference DRN-5583734
12 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5583734 The complaint Mr H complains that he was incorrectly advised that he would be eligible for a welcome bonus on a credit card from American Express Services Europe Limited (AESEL). What happened Mr H is unhappy that he didn’t receive a welcome bonus of 20,000 points when he ap... (2 pages)View decision -
Decision Reference DRN-5375629
12 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5375629 The complaint Mr S complains about the way that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has dealt with the payments that he’s made to it under a conditional sale agreement. What happened I issued a provisional decision on this complaint last month... (5 pages)View decision -
Decision Reference DRN-5601833
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5601833 The complaint Mr C complains that a ferry operator did not provide the service he had booked. Because he paid using his credit card, issued by Bank of Scotland plc, he says that he has a claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”). The ba... (3 pages)View decision -
Decision Reference DRN-5384481
12 Jun 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5384481 The complaint Mr I complains about the quality of a used car that was supplied through a hire purchase agreement with Toyota Financial Services (UK) PLC trading as Lexus Financial Services (TFS). What happened In April 2024, Mr I acquired a used car through a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5033945
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5033945 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr M is being represented by solicitors in bringing this complaint. What happened The full details of this complaint are well known to both parties and have ... (3 pages)View decision -
Decision Reference DRN-5477233
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5477233 The complaint Ms P has complained that Barclays Bank UK PLC (“Barclays”) failed to send her a new debit card after her previous card had been cancelled. What happened Ms P’s debit card was cancelled on 18 April 2024, and a new debit card was ordered for Ms P on the same day.... (3 pages)View decision -
Decision Reference DRN-5136764
12 Jun 2025 Allied Irish Banks Plc Not upheldBanking and PaymentsDRN-5136764 The complaint Mr G is unhappy that Allied Irish Banks Plc (AIB) will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr G has brought his complaint through a representative, for ease of reading I will refer solely to Mr G in this decisio... (3 pages)View decision -
Decision Reference DRN-5451584
12 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5451584 The complaint Ms B is complaining about how her hire agreement with Mitsubishi HC Capital UK PLC (“Mitsubishi”) ended and the compensation she’s been paid. What happened Ms B entered into a hire agreement with Mitsubishi for a car in 2020. The agreement was for four years an... (3 pages)View decision -
Decision Reference DRN-5210382
12 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210382 The complaint Mr C complains that HSBC UK Bank Plc hasn’t refunded him money he lost to an individual he met online. What happened In late 2023, Mr C began speaking with an individual online after looking for companionship. They formed a romantic relationship and he arranged... (3 pages)View decision
