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-5762449
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5762449 The complaint Mrs K complains Revolut Ltd didn’t do enough to protect her when she was victim of a safe account scam. She says her and her husband have lost a large part of their lifetime savings as a result. What happened Mrs K and her husband have accounts with a bank who ... (4 pages)View decision -
Decision Reference DRN-5763674
19 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5763674 The complaint Mr B complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (4 pages)View decision -
Decision Reference DRN-5206083
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5206083 Complaint Mr P is unhappy that HSBC UK Bank Plc (trading as First Direct) didn’t reimburse him after he reported falling victim to a scam. Background Mr P saw an advertisement on social media promoting what appeared to be an investment opportunity. The opportunity was being ... (3 pages)View decision -
Decision Reference DRN-5761399
19 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5761399 The complaint Mr J complains about the quality of a car supplied to him by Motonovo Finance Limited (‘MF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (7 pages)View decision -
Decision Reference DRN-5726570
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5726570 The complaint Miss G has complained about the quality of a car she acquired using finance from BMW Financial Services(GB) Limited (‘BMWFS’). What happened In September 2023, Miss G entered into a finance agreement with BMWFS for a brand new car. But, in April 2024, she conta... (3 pages)View decision -
Decision Reference DRN-5577748
19 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5577748 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) didn’t complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to him (by it) was unaffordable. Mr R says he was in financial difficulty at the relevant time and h... (3 pages)View decision -
Decision Reference DRN-5551567
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5551567 The complaint Mr F has complained about the information Lendable Ltd recorded on his credit file. What happened My provisional decision of 22 July 2025 set out the background to this complaint: “In January 2020, Lendable accepted reduced repayments towards Mr F’s loan accoun... (3 pages)View decision -
Decision Reference DRN-5731107
19 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5731107 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2022, Mr B used his Amex credit card to buy three LPWAN Cry... (3 pages)View decision -
Decision Reference DRN-5671665
19 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5671665 The complaint Mr R complains about a car supplied to him using a hire purchase agreement taken out with MI Vehicle Finance Limited (“MIVF”). What happened In February 2023, Mr R acquired a used car using a hire purchase agreement with MIVF. The car was around five years old... (5 pages)View decision -
Decision Reference DRN-5327586
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5327586 The complaint Ms L complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Ms L has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Ms L herself where I also mean the representative. What happened... (4 pages)View decision
