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
-
Decision Reference DRN-5755850
18 Aug 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5755850 The complaint Mr C complains Secure Trust Bank Public Limited Company, trading as V12 Retail Finance (which I’ll call “V12”), unfairly rejected his section 75 claim for a sofa he says was mis-sold. What happened I issued my provisional decision on 1 August 2025. An extract ... (4 pages)View decision -
Decision Reference DRN-5759489
18 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5759489 The complaint Mr G is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall) was misrepresented to him and of unsatisfactory quality. What happened In September 2022, Mr G en... (5 pages)View decision -
Decision Reference DRN-5557758
18 Aug 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5557758 The complaint Mrs X complains that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) failed to obtain a chargeback and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”) What happened In September 2024 Mrs X booked three a... (3 pages)View decision -
Decision Reference DRN-5759509
18 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5759509 The complaint Miss T complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Miss T was approved for a Fluid credit card in May 2022 with a credit limit of £1,500. The credit limit was increased to £2,350 in March 2023. The credit limit was increa... (4 pages)View decision -
Decision Reference DRN-5689728
18 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5689728 The complaint Mrs B is complaining that Loans 2 Go Limited trading as Loans 2 Go (L2G) lent to her irresponsibly by providing her with two personal loans. What happened In November 2018, Mrs B applied to L2G for a £300 loan, and they advanced her £250. The loan required her ... (4 pages)View decision -
Decision Reference DRN-5723386
18 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5723386 The complaint Miss D complains that the price she has been quoted to purchase a van she has been leasing through an agreement with LeasePlan UK Limited (‘LeasePlan’), doesn’t reflect her limited use of it. What happened Miss D took receipt of a new van in June 2014. She fina... (2 pages)View decision -
Decision Reference DRN-5578358
18 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5578358 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) won’t agree to accept his repayment proposals in respect of a business loan he defaulted on a number of years ago. What happened In 2006, Mr H took out a business loan for £112,000, payable over 10 years. Unfo... (2 pages)View decision -
Decision Reference DRN-5657282
18 Aug 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5657282 The complaint Mr B and Miss C have complained to Jack Gear Mortgage Advice Limited – an appointed representative of the Mortgage Advice Bureau Limited. Mr B and Miss C are unhappy with how their application for a remortgage has been handled. They say they asked for a differ... (4 pages)View decision -
Decision Reference DRN-5331137
18 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5331137 The complaint Mr M complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But, in summary, this is my understanding of the ... (4 pages)View decision -
Decision Reference DRN-5758041
18 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5758041 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) are reporting the wrong date of membership on his account and that they are, on occasion, using his old name. What happened I issued a provisional decision on this complaint earlier this month... (5 pages)View decision
