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 171072 results
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Decision Reference DRN-5462831
29 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5462831 The complaint Mr B complains that Zopa Bank Limited (Zopa) didn’t follow the correct process when his vehicle was subject to a rejection. Mr B believes he’s been impacted financially as a result. What happened In June 2023, Mr B acquired a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5785014
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5785014 The complaint Ms T has complained that Barclays Bank UK PLC won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms T was added on social media by a scammer, who began a remote romance with her. As the months went on, the scammer asked Ms T ... (5 pages)View decision -
Decision Reference DRN-5670846
29 Aug 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5670846 The complaint Mr S has complained that Trading 212 UK Limited (“Trading 212”) prevented him from transferring an ISA from another provider to it. Mr S says that Trading 212 is responsible for his attempts to transfer his ISA being unsuccessful. Mr S also says that Trading 21... (3 pages)View decision -
Decision Reference DRN-5782461
29 Aug 2025 Vodafone Limited UpheldConsumer CreditDRN-5782461 The complaint Mr F complains about the sale of a fixed sum loan agreement taken out with Vodafone Limited. What happened In January 2024, Mr F took out a fixed sum loan agreement with Vodafone to pay for a brand new mobile telephone handset. I’ll call this handset ‘Device On... (4 pages)View decision -
Decision Reference DRN-5592149
29 Aug 2025 OPOS Limited Not upheldConsumer CreditDRN-5592149 The complaint Mr M complains that Opos Limited contacted him about a debt they should have reasonably known was statute barred. What happened Mr M’s complaint centres around a credit card account that was held with a business I’ll refer to as M. The account fell into arrears... (3 pages)View decision -
Decision Reference DRN-5459577
29 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5459577 The complaint Mr T complains that a used vehicle he purchased via a conditional sale agreement with Moneybarn No.1 Limited had been misrepresented to him. What happened In January 2021 Mr T arranged to purchase a used vehicle from a dealership via a 48-month conditional sale... (3 pages)View decision -
Decision Reference DRN-5243408
29 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5243408 The complaint Mrs K complains that The Royal Bank of Scotland Plc (‘RBS’) hasn’t refunded money she lost when she was the victim of a scam. What happened Mrs K was looking for a part-time job for some additional income to help support her family. She’d registered with a wel... (3 pages)View decision -
Decision Reference DRN-5586312
29 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5586312 The complaint Mr T complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of thi... (2 pages)View decision -
Decision Reference DRN-5659085
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5659085 The complaint Mr I complains Barclays Bank UK PLC won’t reimburse money he lost when he fell victim to a scam. What happened Mr I paid £10,000 in May 2020 for what he was led to believe was a legitimate investment opportunity. Mr I sent funds to a genuine cryptocurrency exc... (2 pages)View decision -
Decision Reference DRN-5784706
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5784706 The complaint Miss E complains about a car supplied under a personal contract purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around October 2024, Miss E acquired a used car under a PCP agreement with CA. The car is listed with a cash pr... (6 pages)View decision
