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-5745716
19 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5745716 The complaint Mr H complained that Volkswagen Financial Services (UK) Limited (VWFS), trading as Audi Financial Services (AFS), failed to adequately support him financially when he ended his finance agreement. He would like payments he made between January 2020 to October 20... (4 pages)View decision -
Decision Reference DRN-5755246
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5755246 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr B says he fell victim to a scam, after seeing an advert on social media. He complained to Revolut about this in 2023, as he made payments... (2 pages)View decision -
Decision Reference DRN-5434226
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5434226 The complaint Ms P complains that Santander UK Plc failed to protect her at a time she was falling victim to a scam, and that it hasn’t reimbursed her loss since that scam was reported. What happened The background to this complaint is well-known to all parties and so I’ll o... (3 pages)View decision -
Decision Reference DRN-5691438
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691438 The complaint Miss C complains that Lloyds Bank PLC incorrectly allowed her maturing Fixed Rate ISA (FRI) to convert to an Instant Cash ISA (ICI) despite her sending maturity instructions detailing her wishes. What happened Lloyds contacted Miss C prior to her FRI’s maturity... (2 pages)View decision -
Decision Reference DRN-5760970
19 Aug 2025 Skipton Building Society UpheldMortgagesDRN-5760970 The complaint Mr M complains that Skipton Building Society has unfairly increased his mortgage payments despite the interest rate going down. What happened Mr M has a mortgage with Skipton. The interest rate on his mortgage tracks the Bank of England base rate (the base rate... (3 pages)View decision -
Decision Reference DRN-5348942
19 Aug 2025 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5348942 The complaint A company which I’ll call ‘B’ complains Aldermore Bank Plc (Aldermore) unnecessarily delayed the completion of a mortgage. B has been represented in this complaint by one of its directors, Mr R. What happened The background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-5762458
19 Aug 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5762458 The complaint Mr and Mrs P complain that Kensington Mortgage Company Limited gave them incorrect information when they contacted it about taking out a new interest rate product. They ask that Kensington applies the interest rate they agreed to, or allows them to take out the... (4 pages)View decision -
Decision Reference DRN-5565143
19 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5565143 The complaint Ms T has complained about issues with returning her car at the end of her hire agreement with LeasePlan UK Limited. What happened Ms T had a car hire agreement with LeasePlan. This was due to end in April 2023, but Ms T requested a 12-month extension. She tried... (2 pages)View decision -
Decision Reference DRN-5728470
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5728470 The complaint Mr N complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved two credit card applications he made and later increased the credit limit. What happened Mr N applied for a Marbles credit card in November 2017. In his application, Mr N sai... (3 pages)View decision -
Decision Reference DRN-5762515
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5762515 The complaint Mr D complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited (“BMW”). What happened Mr D was supplied with a used car through a hire purchase agreement with BMW in June 2024. The car was around four years old and had covered ... (4 pages)View decision
