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-5501581
18 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5501581 The complaint Mr U complains that the car he acquired financed through a hire purchase agreement with Oodle Financial Services Limited wasn’t of satisfactory quality. Mr U is represented in this complaint. However, for the sake of simplicity in this decision I have referred ... (3 pages)View decision -
Decision Reference DRN-5579687
18 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5579687 The complaint Mr I has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In June 2024 Mr I applied for a credit card with Amex. He was granted a credit limit of £3,200. In the f... (2 pages)View decision -
Decision Reference DRN-5740189
18 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5740189 The complaint Mr D complains about the service received from Clydesdale Bank PLC trading as Virgin Money (“Virgin Money”) regarding the return of a payment he made in error for £10,000 into an old account he held that had been closed and reallocated. What happened Mr D held... (3 pages)View decision -
Decision Reference DRN-5736439
18 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5736439 The complaint Miss T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss T found her main bank account had an alert for potential fraudulent activity and realised her ex-boyfriend had been misusin... (2 pages)View decision -
Decision Reference DRN-5697330
18 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5697330 The complaint Mr G’s complaint is that Stellantis Financial Services UK Limited irresponsibly provided him with an unaffordable hire purchase agreement. What happened Stellantis (at the time PSA Finance UK Limited) approved Mr G for a hire purchase agreement with the followi... (4 pages)View decision -
Decision Reference DRN-5760540
18 Aug 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5760540 The complaint Mr V complains about the way that Landmark Mortgages Limited has administered his mortgage. What happened In 2006, Mr V took out a mortgage with Northern Rock. He borrowed around £190,000 on an interest only basis over a term of 23 years. The mortgage was on an... (15 pages)View decision -
Decision Reference DRN-5573874
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5573874 The complaint Mrs M has complained Santander UK plc won’t refund £20,000 she lost as the result of a scam. What happened After being told by friends who’d invested in foreign exchange trading through a company (who I’ll call B), Mrs M spoke to a representative of B. She, and... (3 pages)View decision -
Decision Reference DRN-5760235
18 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5760235 The complaint Miss P complains about lack of communication from MotoNovo Finance Limited (MotoNovo) when she was trying to set up a payment plan. She would like more compensation than the £250 MotoNovo has offered. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-5680615
18 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680615 The complaint Mr R complains that he checked his eligibility for a credit card from Clydesdale Bank Plc trading as Virgin Money on two different websites but received different results on each site. He wants to know which result is correct. What happened Mr R checked his eli... (2 pages)View decision -
Decision Reference DRN-5727109
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727109 The complaint Mr H complains about the service received from Revolut Ltd (“Revolut”) following the closure of his account with it. In particular, he is unhappy with the time it took for him to receive funds credited to his account after it was closed from Revolut. What happe... (3 pages)View decision
