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 163568 results
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Decision Reference DRN-5636209
19 Jun 2025 First Holiday Finance Limited UpheldConsumer CreditDRN-5636209 The complaint Mr and Mrs M complain that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) deciding agains... (26 pages)View decision -
Decision Reference DRN-5636725
19 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5636725 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Tandem Motor Finance Limited. What happened Around October 2023 Mr B acquired a used car under a hire purchase agreement with Tandem. The car is listed with a cash price of £15,99... (4 pages)View decision -
Decision Reference DRN-5604347
19 Jun 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5604347 The complaint Mr L complains that Tesco Personal Finance Limited (‘TPF’), has treated him unfairly in relation to a transaction on his credit card which went towards the purchase of a used car. What happened On 18 February 2024, Mr L's wife, Mrs L, purchased a used car ... (4 pages)View decision -
Decision Reference DRN-4942901
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4942901 The complaint Ms G complains that Wise Payments Limited didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (7 pages)View decision -
Decision Reference DRN-5388756
19 Jun 2025 Blantyre Credit Union Limited UpheldConsumer CreditDRN-5388756 The complaint Mr H complains Blantyre Credit Union Limited didn’t tell him when there was a transfer of engagement involving his previous credit union. He’s also unhappy he received letters saying he was in arrears despite making his repayments, and that his loans were added... (2 pages)View decision -
Decision Reference DRN-5634500
19 Jun 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5634500 The complaint Miss A complains that East End Fair Finance Limited trading as Fair Finance was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest, and any adverse information removed from her credit file.... (4 pages)View decision -
Decision Reference DRN-5382301
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5382301 The complaint Mr F complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of an investment scam. Mr F is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to ... (7 pages)View decision -
Decision Reference DRN-5141737
19 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141737 The complaint Miss D complains that Revolut Ltd won’t refund money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Miss D said she made the following cryptocurrency withdrawals as a result... (2 pages)View decision -
Decision Reference DRN-5224483
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5224483 The complaint X complains about a dispute he raised to AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (Amex) in respect of payments made towards a holiday. What happened On 30 January 2024, X was attempting to book a holiday via a travel agent who I’ll ... (3 pages)View decision -
Decision Reference DRN-5576757
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576757 The complaint Mr R complains about the service he received from Bank of Scotland trading as Halifax, after trying to make a withdrawal at a cash machine. What happened In November 2024, Mr R tried to withdraw £10 from a cash machine with his Halifax debit card. The transact... (2 pages)View decision
