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 170994 results
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Decision Reference DRN-5741975
10 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741975 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in April 2021. In his application, Mr B said he was employed... (4 pages)View decision -
Decision Reference DRN-5751617
10 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5751617 The complaint Miss K complains that a car she acquired through a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’) is of unsatisfactory quality. She also says the car was mis-sold to her because it was ad... (4 pages)View decision -
Decision Reference DRN-5546523
10 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5546523 The complaint Ms W complains that HSBC UK Bank plc has wrongly reported mortgage arrears on her credit file. What happened Ms W has a mortgage and a homeowner loan with HSBC. Her income was significantly affected as a result of the coronavirus pandemic, so in 2020 she defer... (4 pages)View decision -
Decision Reference DRN-5545252
10 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5545252 The complaint Mr P complains that Zopa Bank Limited lent to him when he could not afford it. He says that it lent to him irresponsibly. What happened Mr P took three loans from Zopa Bank and here is a table giving brief details. Loan Approved Amount Terms Status 1 19 April 2... (4 pages)View decision -
Decision Reference DRN-5808006
10 Sep 2025 Bluestone Mortgages Limited UpheldMortgagesDRN-5808006 The complaint Miss M complains that Bluestone Mortgages Limited delayed taking possession of her property, causing her financial loss. What happened In 2021 Miss M and her ex-partner took a mortgage with Bluestone for approximately £234,000. The mortgage was on a capital re... (6 pages)View decision -
Decision Reference DRN-5624622
10 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5624622 The complaint Mrs I complains that Lloyds Bank PLC (‘Lloyds’) hasn’t agreed to refund all the money she lost to an investment scam. Mrs I referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to ... (4 pages)View decision -
Decision Reference DRN-5620850
10 Sep 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5620850 The complaint Mr O complains about the lack of support he says he’s been provided with by Pepper (UK) Limited trading as Engage Credit (Engage) whilst his mortgage has been in arrears. What happened The background to this complaint isn’t disputed and was set out previously b... (3 pages)View decision -
Decision Reference DRN-5345817
10 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5345817 The complaint Mr K is unhappy with the information he received when he was sold a hire purchase agreement from Mercedes-Benz Financial Services UK Limited. What happened In March 2024 Mr K acquired a car financed by a hire purchase agreement from Mercedes-Benz. He has explai... (4 pages)View decision -
Decision Reference DRN-5571718
10 Sep 2025 Carmoola Limited Not upheldConsumer CreditDRN-5571718 The complaint Mr K complains that a used car supplied to him under a hire purchase agreement by Carmoola Limited (Carmoola) is of unsatisfactory quality. What happened Mr K took out the hire purchase agreement with Carmoola in May 2024 for a used car that was around eight y... (5 pages)View decision -
Decision Reference DRN-5792628
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5792628 The complaint Miss M complains Revolut Ltd hasn’t refunded her for a payment taken from her account. What happened Miss M made a payment to a hotel, in May 2023. The hotel told Miss M it had cancelled the transactions, but Miss M says it left her account and was never refu... (2 pages)View decision
