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 171073 results
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Decision Reference DRN-5462346
19 Aug 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5462346 The complaint Mr V complained about end of contract charges for a car supplied on finance by First Response Finance Limited. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. First Response supplied Mr V with a used c... (4 pages)View decision -
Decision Reference DRN-5760809
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5760809 The complaint Miss A complains that Revolut Ltd will not refund money she lost to a scam. Miss A is represented by a firm I’ll refer to as R. For ease, I have only referred to Miss A in this decision. What happened Miss A said she made the following payments as a result of a... (5 pages)View decision -
Decision Reference DRN-4114002
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4114002 The complaint Mr M complains that Revolut hasn’t refunded the money he lost when he invested in what he now believes to have been an investment scam. Mr M has referred complaints about other financial firms which are under separate investigation. For the avoidance of doubt,... (5 pages)View decision -
Decision Reference DRN-5750026
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5750026 The complaint Mr B complains as a sole trader that Santander UK Plc is unfairly holding him personally liable for a bounce back loan (“BBL”) that he intended to take out for his limited company. Mr B has made this complaint via a representative, but I will refer to all submi... (4 pages)View decision -
Decision Reference DRN-5729336
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5729336 The complaint Mr E complains about the service he received from Barclays Bank UK PLC trading as Barclaycard when he contacted them regarding issues getting a PIN for his credit card. What happened Mr E contacted Barclaycard about the delays he was experiencing getting a PIN ... (2 pages)View decision -
Decision Reference DRN-5589578
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5589578 The complaint Mrs E has complained that Bank of Scotland plc trading as Halifax unfairly declined her claim under section 75 of the Consumer Credit Act 1974. What happened Mrs E bought some garden furniture in May 2024 from a third party merchant, who I will call ‘M’, using ... (2 pages)View decision -
Decision Reference DRN-5657713
19 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5657713 The complaint Mr J is unhappy with the end of contract charges applied by Volkswagen Financial Services (UK) Limited (VWFS), following the return of his car. As a note, Mr J has been represented during his complaint. For ease I’ll refer to any information being supplied by ... (2 pages)View decision -
Decision Reference DRN-5268189
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5268189 The complaint Mr H complains Barclays Bank UK PLC won’t refund a transaction that debited his account which he says he did not make or authorise. What happened On 26 June 2024, a transaction was made on Mr H’s account for £2,319.40 to an airline. Mr H raised a fraud claim w... (2 pages)View decision -
Decision Reference DRN-5517284
19 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5517284 The complaint Miss H complains that the car she acquired through Black Horse Limited (“BHL”), wasn’t of satisfactory quality. She wants the car collected and the financial agreement to be terminated. What happened Miss H entered into a hire purchase agreement in January 2023... (3 pages)View decision -
Decision Reference DRN-5727839
19 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5727839 The complaint Mr K complains about the service he received from Barclays Bank UK PLC trading as Barclaycard when he requested a new credit card PIN. What happened Mr K opened a credit card account with Barclaycard in March 2025. His credit card arrived but his PIN didn’t. Mr... (2 pages)View decision
