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-5232835
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232835 The complaint Mr H complains Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr H is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr H directly. What happened Mr H ha... (5 pages)View decision -
Decision Reference DRN-5690315
18 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5690315 The complaint Miss D complains that National Westminster Bank PLC (“NW”) pre-approved her for a credit card but subsequently cancelled her application because she didn’t have acceptable identification. What happened On 18 May 2025 Miss D applied for a NW credit card. The car... (2 pages)View decision -
Decision Reference DRN-5227137
18 Aug 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5227137 The complaint A company which I’ll call “E” complains that New Wave Capital Limited trading as Capital on Tap (COT) mis-sold it a business credit card. E has been represented in this complaint by one of its directors, Mr T. What happened In July 2023, E successfully applie... (3 pages)View decision -
Decision Reference DRN-5350283
18 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5350283 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with First Response Finance Limited (“FRFL”) wasn’t of satisfactory quality. What happened Mr C acquired a used car financed through a hire purchase agreement with FRFL he signed... (2 pages)View decision -
Decision Reference DRN-5733680
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5733680 The complaint Mr S has complained that Bank of Scotland plc (“BoS”) mis-sold him a fee-paying Silver account in March 2024. Mr S has given a number of reasons why he says it was mis-sold. These include that he was told he had to take out the packaged account to get an overdr... (3 pages)View decision -
Decision Reference DRN-5711998
18 Aug 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5711998 The complaint Mr O complains that Sainsbury's Bank Plc failed to handle security checks properly and rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In November 2019 Mr O enrolled in a training course at a cost of £27,700, part of wh... (3 pages)View decision -
Decision Reference DRN-5755850
18 Aug 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5755850 The complaint Mr C complains Secure Trust Bank Public Limited Company, trading as V12 Retail Finance (which I’ll call “V12”), unfairly rejected his section 75 claim for a sofa he says was mis-sold. What happened I issued my provisional decision on 1 August 2025. An extract ... (4 pages)View decision -
Decision Reference DRN-5759489
18 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5759489 The complaint Mr G is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall) was misrepresented to him and of unsatisfactory quality. What happened In September 2022, Mr G en... (5 pages)View decision -
Decision Reference DRN-5557758
18 Aug 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5557758 The complaint Mrs X complains that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) failed to obtain a chargeback and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”) What happened In September 2024 Mrs X booked three a... (3 pages)View decision -
Decision Reference DRN-5759509
18 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5759509 The complaint Miss T complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Miss T was approved for a Fluid credit card in May 2022 with a credit limit of £1,500. The credit limit was increased to £2,350 in March 2023. The credit limit was increa... (4 pages)View decision
