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-5535939
14 Aug 2025 Monthly Advance Loans Limited Not upheldConsumer CreditDRN-5535939 The complaint Miss P complains Monthly Advance Loans Limited (MAL) lent to her irresponsibly. What happened Miss P complains MAL lent to her irresponsibly when they approved the loan below: Date Capital Interest rateLoan term Monthly repayment 27 March 2023 £1,40056.47%24 ... (3 pages)View decision -
Decision Reference DRN-5754194
14 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5754194 The complaint Mr G complains that Starling Bank Limited didn’t refund him money paid under a direct debit, using the Direct Debit Guarantee. What happened Mr G’s energy supplier debited his Starling account with £269.07 via a direct debit. Mr G told Starling that the paymen... (2 pages)View decision -
Decision Reference DRN-5639101
14 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5639101 The complaint Mr T is unhappy with the way Nationwide Building Society dealt with a dispute he raised for a payment he made using his debit card. What happened Mr T bought several items from an online retailer I’ll call M in June 2024. He paid £1,385.40 including delivery u... (3 pages)View decision -
Decision Reference DRN-5513557
14 Aug 2025 Key Retirement Solutions Limited Not upheldMortgagesDRN-5513557 The complaint Mr F1 complains that Key Retirement Solutions Limited mis-sold a lifetime mortgage to his late father, Mr F. He says Mr F was sold a mortgage he neither needed nor properly understood. Mr F1 is the executor of Mr F’s estate and brings the complaint on the esta... (3 pages)View decision -
Decision Reference DRN-5363131
14 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5363131 The complaint Mr S is unhappy that Wise Payments Limited, trading as Wise, will not refund £4,469.21 that he lost as the result of an Authorised Push Payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them in full h... (3 pages)View decision -
Decision Reference DRN-5710169
14 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710169 The complaint Mr D complains Barclays Bank UK PLC’s IT outage meant his wages were lost and this caused severe financial hardship and distress. What happened Mr D was sent a payslip and it said he’d be paid on 7 March 2025. Mr D didn’t receive his wages and Barclays had an... (4 pages)View decision -
Decision Reference DRN-5497741
14 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5497741 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Mazda Financial Services (‘TFS’) was of an unsatisfactory quality. What happened In August 2024, Mr D was supplied with a new car thro... (4 pages)View decision -
Decision Reference DRN-5501414
14 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5501414 The complaint Mr M is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. After he responded to an advert he’d seen on so... (4 pages)View decision -
Decision Reference DRN-5699610
14 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699610 The complaint Ms W is complaining about Moneybarn No.1 Limited. She says they shouldn’t have lent to her as the loan was unaffordable. A representative has raised the complaint on Ms W’s behalf but for ease I’ve written as if we’ve dealt directly with Ms W. What happened In... (3 pages)View decision -
Decision Reference DRN-5625722
14 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5625722 The complaint Mr M’s complaint is about charges he’s been asked to pay by Mitsubishi HC Capital UK PLC, who were Hitachi Capital (UK) Plc and who trade as Novuna. What happened Mr M took receipt of a new car in April 2021. He financed it through a three-year hire agreement... (2 pages)View decision
