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-6216786
24 Apr 2026 Blue Motor Finance Limited Not upheldConsumer CreditDRN-6216786 The complaint Mr R complains that a car supplied to him on finance with BLUE MOTOR FINANCE LIMITED (‘BMF’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects... (4 pages)View decision -
Decision Reference DRN-6249027
24 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6249027 The complaint Mr S complains that Bank of Scotland plc (BoS) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-6181215
24 Apr 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6181215 The complaint Mrs H complains about the service she received from American Express Services Europe Limited (“American Express”), in relation to her credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at len... (4 pages)View decision -
Decision Reference DRN-6128108
24 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6128108 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card account. What happened In July 2025, Mr H attempted to make a small purchase using his Barclaycard, which was declined. Later the same day, he received ... (3 pages)View decision -
Decision Reference DRN-6247918
24 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6247918 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (‘VWFS’) was of an unsatisfactory quality. What happened On 14 March 2025, Mr K was supplied wi... (3 pages)View decision -
Decision Reference DRN-6264130
24 Apr 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6264130 The complaint Miss K has complained about the way NewDay Ltd trading as BIP “NewDay” defaulted her credit card account. What happened All parties are familiar with the facts in this case so I’ll only briefly set them out here. Miss K says she discovered NewDay had applied a... (4 pages)View decision -
Decision Reference DRN-6097484
24 Apr 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6097484 The complaint Miss S says STARTLINE MOTOR FINANCE LIMITED (Startline), has acted unfairly in how it administered a hire purchase agreement she had with it. What happened This complaint is about a hire purchase agreement that Miss S took out to purchase a car in October 2023... (4 pages)View decision -
Decision Reference DRN-6142788
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6142788 The complaint Mrs K complaints Monzo Bank Limited unfairly defaulted her overdraft account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a summary, Mrs K held a current account including an arranged ov... (3 pages)View decision -
Decision Reference DRN-6104323
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6104323 The complaint Mr V complains that Revolut Ltd (“Revolut”) won’t refund the money he lost to a scam. He is represented by a Claims Management Company. For simplicity, I’ll generally refer to Mr V throughout this decision. What happened The background is known to both parties,... (3 pages)View decision -
Decision Reference DRN-6179202
24 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6179202 The complaint Mr L complains about a car supplied under a conditional sale agreement, provided by MONEYBARN NO.1 LIMITED trading as Moneybarn. What happened Around April 2024 Mr L acquired a used car under a conditional sale agreement provided by Moneybarn. The car is liste... (6 pages)View decision