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 170827 results
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Decision Reference DRN-5284068
9 Sep 2025 Vodafone Limited Not upheldConsumer CreditDRN-5284068 The complaint Mr O complains about the information recorded with credit reference agencies about two fixed sum loan agreements he had with Vodafone Limited. What happened In December 2021, Mr O took out two fixed sum loan agreements with Vodafone, to pay for two brand new mo... (3 pages)View decision -
Decision Reference DRN-5807460
9 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5807460 The complaint Miss P has complained that Wise Payments Limited won’t refund the payments she made on behalf of her mother, when her mother fell victim to a scam. What happened In 2023, Miss P’s mother – who I’ll refer to as Mrs P – entered into an investment scheme which unf... (3 pages)View decision -
Decision Reference DRN-5485263
9 Sep 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5485263 The complaint Mr M complains about an incorrect credit file marker in relation to a car that was supplied through a hire purchase agreement with Marsh Finance Limited (MFL). What happened In February 2019, Mr M acquired a vehicle through a hire purchase agreement with MFL. T... (3 pages)View decision -
Decision Reference DRN-5637378
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5637378 The complaint Miss Z is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss Z fell victim to a cruel impersonation scam. On 20 April 2024, she received a call with a message from someone claiming to be fr... (3 pages)View decision -
Decision Reference DRN-5805829
9 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5805829 The complaint Mr K complains that Santander UK Plc will not refund a transaction made using his credit card. What happened Mr K was abroad and used his credit card to try and purchase drinks whilst on a beach. The beach vendor told him the transaction didn’t go through, but ... (7 pages)View decision -
Decision Reference DRN-5648803
9 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5648803 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) is of unsatisfactory quality. What happened In November 2024 Mr B entered into a hire purchase agreement with SMF to purchase a used car. The c... (4 pages)View decision -
Decision Reference DRN-5712814
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5712814 The complaint Ms M complains Lloyds Bank PLC didn’t highlight the fact that she wouldn’t earn interest on balances over £5,000 when she changed accounts or help her make an informed decision. What happened Ms M is a customer of Lloyds Bank and says she has been so for over 3... (2 pages)View decision -
Decision Reference DRN-5603741
9 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5603741 The complaint Miss R is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In March 2023 Miss R was supplied with a used car throu... (4 pages)View decision -
Decision Reference DRN-5457947
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5457947 The complaint Mr A complains about the quality of a used car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). What happened In July 2023, Mr A acquired a used car through a conditional sale agreement with M... (4 pages)View decision -
Decision Reference DRN-5805996
9 Sep 2025 Oasis Motor Finance Limited UpheldConsumer CreditDRN-5805996 The complaint Mr M complains about the quality of a car financed by Oasis Motor Finance Limited (‘Oasis’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (8 pages)View decision
