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-5677463
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5677463 The complaint Mr D complains that an interest free offer on his credit card account with Santander UK plc was ending. What happened Mr D made an online application for a Santander credit card which had a promotional offer of 15 months interest free on purchases and balance t... (3 pages)View decision -
Decision Reference DRN-5300891
14 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5300891 The complaint Mr D complains about a car he took on finance from Toyota Financial Services (UK) PLC (“TFS”). What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Mr D entere... (5 pages)View decision -
Decision Reference DRN-5755412
14 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5755412 The complaint Mrs P has complained that Capital One (Europe) plc (“Capital One”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974 (The Act). What happened In 2011, Mrs P agreed for a third-party supplier that I’ll call “T” to install a solar pa... (4 pages)View decision -
Decision Reference DRN-5583783
14 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5583783 The complaint Ms A complains that American Express Services Europe Limited won’t refund to her the deposit that she paid for a holiday. What happened Ms A booked a holiday with a travel agent in September 2024. The total price of the holiday was £5,250 and Ms A paid a deposi... (3 pages)View decision -
Decision Reference DRN-5692939
14 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5692939 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire purcha... (4 pages)View decision -
Decision Reference DRN-5648054
14 Aug 2025 First Complete Limited UpheldMortgagesDRN-5648054 The complaint Miss A’s complaint is about mortgage advice she received from First Complete Limited trading as PRIMIS Mortgage Network in December 2025. What happened Miss A had an existing mortgage in 2024 with Lender H, on which the fixed interest rate product was due to en... (4 pages)View decision -
Decision Reference DRN-5554577
14 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5554577 The complaint Mr W complains that PayPal UK Ltd (“PayPal”) hasn’t offered him a refund after he says he fell victim to an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I won’t repeat them in detail again here. ... (3 pages)View decision -
Decision Reference DRN-5586170
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5586170 The complaint Miss F is unhappy Lloyds Bank PLC will not refund the money she lost as the result of a scam. Miss F brought her complaint through a representative. For ease of reading, I will refer solely to Miss F in this complaint. What happened As both parties are aware of... (3 pages)View decision -
Decision Reference DRN-5709366
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5709366 The complaint Mr C has complained that Lloyds Bank PLC “Lloyds” rejected his claim for money back in relation to an engine he’d bought with his Lloyds debit card What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them out here.... (5 pages)View decision -
Decision Reference DRN-5715265
14 Aug 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5715265 The complaint Miss C complains that Metro Bank PLC trading as RateSetter irresponsibly agreed a loan for her. Miss C has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened RateSetter agreed a loan of £6,500 for... (3 pages)View decision
