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-5629554
18 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5629554 The complaint Mr B complains NewDay Ltd trading as AO Finance (NewDay) failed to carry out sufficient financial checks before approving two finance accounts for him. What happened Mr B says NewDay approved two finance accounts for him in January 2020 (FA1) and December 2022 ... (3 pages)View decision -
Decision Reference DRN-5759977
18 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5759977 The complaint Mr T is unhappy that he cannot change his annual mileage set on a hire agreement he entered into with BMW Financial Services (GB) Limited (BF). He is also unhappy with the customer service he received from them. What happened In August 2023, Mr T entered into ... (3 pages)View decision -
Decision Reference DRN-5743617
18 Aug 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5743617 The complaint Mrs S complains about the service she received from Cynergy Bank Plc (“Cynergy”) when she instructed it to close her ISA and transfer the funds to an ISA account held externally. In particular, she is unhappy that Cynergy closed her ISA prior to making the tran... (4 pages)View decision -
Decision Reference DRN-5758728
18 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5758728 The complaint A company, which I will refer to as O, complains that Barclays Bank UK Plc’s actions in relation to its ability to collect direct debits resulted in the loss of thousands of its subscribers. What happened This complaint from O is solely against Barclays Bank U... (8 pages)View decision -
Decision Reference DRN-5232835
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232835 The complaint Mr H complains Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr H is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr H directly. What happened Mr H ha... (5 pages)View decision -
Decision Reference DRN-5690315
18 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5690315 The complaint Miss D complains that National Westminster Bank PLC (“NW”) pre-approved her for a credit card but subsequently cancelled her application because she didn’t have acceptable identification. What happened On 18 May 2025 Miss D applied for a NW credit card. The car... (2 pages)View decision -
Decision Reference DRN-5227137
18 Aug 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5227137 The complaint A company which I’ll call “E” complains that New Wave Capital Limited trading as Capital on Tap (COT) mis-sold it a business credit card. E has been represented in this complaint by one of its directors, Mr T. What happened In July 2023, E successfully applie... (3 pages)View decision -
Decision Reference DRN-5350283
18 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5350283 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with First Response Finance Limited (“FRFL”) wasn’t of satisfactory quality. What happened Mr C acquired a used car financed through a hire purchase agreement with FRFL he signed... (2 pages)View decision -
Decision Reference DRN-5733680
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5733680 The complaint Mr S has complained that Bank of Scotland plc (“BoS”) mis-sold him a fee-paying Silver account in March 2024. Mr S has given a number of reasons why he says it was mis-sold. These include that he was told he had to take out the packaged account to get an overdr... (3 pages)View decision -
Decision Reference DRN-5711998
18 Aug 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5711998 The complaint Mr O complains that Sainsbury's Bank Plc failed to handle security checks properly and rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In November 2019 Mr O enrolled in a training course at a cost of £27,700, part of wh... (3 pages)View decision
