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-5619426
12 Jun 2025 Marsh FM LLP UpheldConsumer CreditDRN-5619426 The complaint Mr C complains that a car that was supplied to him under a hire purchase agreement with Marsh FM LLP (“Marsh”) wasn’t of satisfactory quality. What happened In May 2024, Marsh provided Mr C with finance for a used car. The car had completed just under 50,000 mi... (4 pages)View decision -
Decision Reference DRN-5491722
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5491722 The complaint Ms R complains that Wise Payments Limited didn’t do enough to protect her from financial harm when she fell victim to an employment scam. She wants the money she lost refunded along with 8% statutory interest, and compensation for the distress and inconvenience... (3 pages)View decision -
Decision Reference DRN-5620303
12 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5620303 The complaint Ms L complains about the end of contract damage charges RCI Financial Services Limited (“RCI”) have asked her to pay when she returned a car at the end of a hire purchase agreement. What happened In December 2020, Ms L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5517466
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5517466 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t allow them to change their middle name without a Deed Poll despite other financial institutions allowing this. What happened X switched their account to NatWest in October 2024.... (3 pages)View decision -
Decision Reference DRN-5619982
12 Jun 2025 Specialist Lending Limited UpheldConsumer CreditDRN-5619982 The complaint Mrs K complains that Specialist Lending Limited trading as Duologi assigned a loan in her name to a third party without informing her. What happened Mrs K took out a loan with Duologi in 2019. In September 2024, Mrs K noticed a new direct debit payment debiting... (3 pages)View decision -
Decision Reference DRN-5472947
12 Jun 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5472947 The complaint Mr M has complained about the way Propensio Finance Limited “Propensio” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr M bought a heat pump heating system (the system) for his home in January 2024 from a su... (4 pages)View decision -
Decision Reference DRN-5101103
12 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5101103 The complaint Miss H complains about the quality of a used car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). Miss H also believe the car was miss sold to her. What happened In July 2023, Miss H acquired a used car through a ... (4 pages)View decision -
Decision Reference DRN-5620081
12 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5620081 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R himself. What happe... (4 pages)View decision -
Decision Reference DRN-5553345
12 Jun 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5553345 The complaint Ms R complains that Nationwide Building Society should have written off the outstanding balance of her loan account sooner than it did. What happened Ms R took out a loan account with Nationwide, which included an insurance policy. Around 2007, Ms R says she be... (2 pages)View decision -
Decision Reference DRN-5620119
12 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5620119 The complaint Miss J is unhappy with how Clydesdale Financial Services Ltd (“Clydesdale”) handled her claim for a refund. What happened In April 2024, Miss J purchased a pair of headphones online from a supplier I shall call “B”. Miss J paid for these goods using a fixed sum... (4 pages)View decision
