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-5545239
9 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5545239 The complaint Miss W says Creation Consumer Finance Ltd trading as Creation (‘Creation’) irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a Flexpay running credit account. And she says if it had made b... (3 pages)View decision -
Decision Reference DRN-5801580
9 Sep 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5801580 The complaint Mr G complains eBay Commerce UK Ltd (Commerce) won’t release his money, including reward points. What happened Mr G held a selling account on eBay marketplace (marketplace) and it was suspended. Mr G also couldn’t move money from his marketplace balance to hi... (3 pages)View decision -
Decision Reference DRN-5523973
9 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5523973 The complaint Mr J complains that Santander UK Plc (‘Santander’) won’t refund the money he says was lost as the result of a scam. What happened Mr J invested with a company I’ll refer to as B. Mr J made two payments from his Santander account as part of the investment. The ... (3 pages)View decision -
Decision Reference DRN-5489995
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5489995 The complaint Mr B complains about Moneybarn No.1 Limited’s decision to lend him. He says the loan was unaffordable. A representative has brought the complaint to our service. But for clarity, I’ve only referred to Mr B throughout this decision. What happened In August 202... (3 pages)View decision -
Decision Reference DRN-5802180
8 Sep 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5802180 The complaint Ms R complains that PayPal (Europe) S.a r.l et Cie, S.C.A has reported missed payments on her account to the credit reference agencies. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows:... (3 pages)View decision -
Decision Reference DRN-5802709
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5802709 The complaint Mr F complains that a mobile home that he’s paying for using a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. Mr F is being helped with his complaint by a representative. What happened I issued a provisional decision on this co... (6 pages)View decision -
Decision Reference DRN-5541792
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5541792 The complaint Mr E complains that a van that was supplied to him under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr E under a hire purchase agreement with Black Horse that he electronically sig... (3 pages)View decision -
Decision Reference DRN-5497576
8 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5497576 The complaint Miss D complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality and about the amount of interest payable under the agreement. What happened A used car was supplied to Miss ... (3 pages)View decision -
Decision Reference DRN-5804524
8 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5804524 The complaint Mr E complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around October 2023 Mr E acquired a used car under a hire purchase agreement with Motonovo. The car is listed with a cash price of £16,345 ... (7 pages)View decision -
Decision Reference DRN-5804799
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5804799 The complaint X complains that Revolut Ltd hasn’t protected them from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, X has explained that between April an... (4 pages)View decision
