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-5747605
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5747605 The complaint Mr A has complained about Revolut Ltd not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr A fell victim to an inves... (4 pages)View decision -
Decision Reference DRN-5539289
18 Aug 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5539289 The complaint Ms S complains that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (Moneyway) was of an unsatisfactory quality. When I refer to what Ms S or Moneyway have said or done, it should also be taken to include th... (3 pages)View decision -
Decision Reference DRN-5546746
18 Aug 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5546746 The complaint Mr H complains that a car that was supplied to him under a conditional sale agreement with Volvo Car Financial Services UK Limited, trading as Polestar Finance, wasn’t of satisfactory quality. What happened A new car was supplied to Mr H under a conditional sal... (3 pages)View decision -
Decision Reference DRN-5754261
18 Aug 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5754261 The complaint Mr L complains that First Holiday Finance Ltd acted unfairly and unreasonably by declining to meet his claim in misrepresentation under section 75 of the Consumer Credit Act 1974 (“CCA”), and by being party to an unfair credit relationship with him under sectio... (13 pages)View decision -
Decision Reference DRN-5761949
18 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5761949 The complaint Miss D complains that National Westminster Bank Public Limited Company (NatWest) didn’t do enough to protect her from the financial harm caused by an investment scam. Miss D has been represented by a claims management company throughout her complaint. I have r... (5 pages)View decision -
Decision Reference DRN-5734457
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5734457 The complaint Mr W complains about the service provided by Santander UK Plc when he was unable to use his debit card abroad. What happened In December 2024, Mr W placed an ‘international payments block’ on his account which prevented his debit card being used overseas. In ... (3 pages)View decision -
Decision Reference DRN-5736405
18 Aug 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5736405 The complaint Miss N complains about a hire purchase agreement she took out with Go Car Credit Limited to fund the cost of a used car. Miss N believes that Go Car Credit Limited should not have lent to her, as the repayments towards the agreement each month were unaffordable... (5 pages)View decision -
Decision Reference DRN-5705145
18 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5705145 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) being party to an unfair credit relati... (4 pages)View decision -
Decision Reference DRN-5623082
18 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5623082 The complaint Mrs S complains that Wise Payments Limited won’t refund payments she made as part of a scam. Mrs S has used a representative to bring her complaint, but for ease of reading, I’ll mostly just refer to and will ascribe the representative’s comments to Mrs S. Wh... (3 pages)View decision -
Decision Reference DRN-5495489
18 Aug 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5495489 The complaint Mr A complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly agreed to lend to him by way of a loan agreement he couldn’t afford to repay. What happened In November 2022, Mr A took out a personal loan in the form of a fixed sum loan agreement with Vanqui... (3 pages)View decision
