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 185689 results
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Decision Reference DRN-6033244
24 Apr 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6033244 The complaint Miss M complains about the quality of a car supplied to her by BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (“BMWFS”). What happened Miss M entered into a hire purchase agreement with BMWFS in January 2025 for the supply of a used car. ... (4 pages)View decision -
Decision Reference DRN-6013914
24 Apr 2026 Modulr FS Limited Not upheldBanking and PaymentsDRN-6013914 The complaint Miss H complains that Modulr FS Limited (‘Modulr’) declined to reimburse payments which were debited from her account which she says she did not make or otherwise authorise. What happened The circumstances of this complaint are well known to both parties, so I ... (3 pages)View decision -
Decision Reference DRN-6141157
24 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6141157 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank has treated him unfairly regarding a transaction he made on his credit card. What happened In August 2025, Mr S paid Company A £65.11 for car hire whilst abroad. This price included “excess reimburs... (3 pages)View decision -
Decision Reference DRN-6314028
24 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6314028 The complaint Mrs K complains about how AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolvi... (4 pages)View decision -
Decision Reference DRN-5925156
24 Apr 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-5925156 The complaint Miss B complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by Oodle Financial Services Limited (Oodle). What happened In May 2025, Miss B acquired a used car for a cash price of £10,390. Miss B paid a cash de... (5 pages)View decision -
Decision Reference DRN-6229239
24 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6229239 The complaint Mr S’ complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Ac... (7 pages)View decision -
Decision Reference DRN-6165021
24 Apr 2026 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-6165021 The complaint Mrs A complains that JAJA Finance Limited (JAJA) debited a balance transfer to her account twice, and that a direct debit payment wasn’t collected. What happened Mrs A requested a balance transfer for £2,200 from her JAJA account in November 2024. In May 2025... (4 pages)View decision -
Decision Reference DRN-6317225
24 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6317225 The complaint and background Mr R, via a representative, complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him when he fell victim to an investment scam in 2025, resulting in the loss of £13,800. Our investigator didn’t uphold the complaint. ... (3 pages)View decision -
Decision Reference DRN-5989367
24 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5989367 The complaint Mr T has complained about the way Santander UK Plc dealt with his request for money back. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise, Mr T purchased a dental t... (4 pages)View decision -
Decision Reference DRN-6138345
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6138345 The complaint Miss J complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss J is being represented by a third party. To keep things simple, I will refer to Miss J throughout my decision. What happened The background o... (4 pages)View decision