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-5807822
10 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5807822 Complaint Mr A has complained about loans Loans 2 Go Limited (“L2G”) provided to him. He says the loans were unaffordable and so shouldn’t have been provided to him. Background L2G initially provided Mr A with a loan for £500 in July 2020. This loan had an APR of 1,013.2% a... (4 pages)View decision -
Decision Reference DRN-5743230
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5743230 The complaint Mrs A believes that Bank of Scotland plc trading as Halifax should not have accepted her application for a mortgage with it – that it was irresponsibly lent due to her circumstances. What happened In the summer of 2023 Mrs A owned her home outright. She took ad... (3 pages)View decision -
Decision Reference DRN-5571869
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5571869 The complaint Mr P complains that a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr P under a conditional sale agreement with Moneybarn that he electronic... (3 pages)View decision -
Decision Reference DRN-5691130
9 Sep 2025 Vibe Pay Limited UpheldBanking and PaymentsDRN-5691130 The complaint Mr H complains that Vibe Pay Limited has not paid him for an item he sold. What happened Mr H says he sold an item in around August 2024 and set up a Vibe Pay account to receive the £175. The buyer of the item provided evidence the money had been sent to Vibe P... (2 pages)View decision -
Decision Reference DRN-5707564
9 Sep 2025 FCE Bank Plc UpheldConsumer CreditDRN-5707564 The complaint Mrs S complains about a recall for a car that was supplied to her under a hire purchase agreement with FCE Bank plc, trading as Ford Credit, and the service that she received from the dealer. What happened A new car was supplied to Mrs S under a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5749278
9 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5749278 The complaint Mrs H complains that Kroo Bank Ltd (“Kroo”) won’t refund payments made as part of a scam. I understand that Mrs H’s son was with her and was assisting her with her consent when the scam payments happened. For ease, my reference to Mrs H throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5779449
9 Sep 2025 Shop Direct Finance Company Limited UpheldBanking and PaymentsDRN-5779449 The complaint Mr R complains that he was unable to set up a payment plan with Shop Direct Finance Company Limited (“SD”) and that he had administration charges and interest applied to his account. What happened Mr R opened an amount and entered into a credit agreement with S... (3 pages)View decision -
Decision Reference DRN-5771669
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5771669 The complaint Mr F has complained that his claim under a mobile phone insurance policy, provided through his NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) Reward Platinum account, was declined. Mr F says that the screen that was damaged on his phone was under ... (3 pages)View decision -
Decision Reference DRN-5807639
9 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5807639 The complaint Mrs B complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs B says that she looked online and found an investment company I’ll refer to as T in this decision. S... (5 pages)View decision -
Decision Reference DRN-5640468
9 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5640468 The complaint Mr P is unhappy that Wise Payments Limited will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr P has brought his complaint to this service through a representative. For ease I will refer solely to Mr P in this decision.... (4 pages)View decision
