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 171072 results
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Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision -
Decision Reference DRN-5601520
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5601520 The complaint Mr C complains that American Express Services Europe Limited (“ASEL”) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In February 2022 Mr C purchased a piece of furniture from a retailer at a cost of £581.25. This was a disc... (3 pages)View decision -
Decision Reference DRN-5516348
11 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5516348 The complaint Miss L complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“SMFL”). What happened In June 2022, Miss L acquired a used car using a hire purchase agreement with SMFL. The car was over four years ... (4 pages)View decision -
Decision Reference DRN-5595395
11 Aug 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5595395 The complaint Mr and Mrs B complain that Charter Court Financial Services Limited, trading as Precise Mortgages, changed some of the terms of a bridging loan after issuing a decision in principle. Their broker brings the complaint on their behalf. What happened Mr and Mrs B ... (3 pages)View decision -
Decision Reference DRN-5495134
11 Aug 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5495134 The complaint Mrs B has complained about charges applied by LEASYS UK LTD at the end of her car hire agreement. What happened Mrs B had a car hire agreement with Leasys. At the end of the agreement, when she returned the car, Leasys charged her for damage and missing service... (5 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-5745951
11 Aug 2025 NRAM Limited Not upheldMortgagesDRN-5745951 The complaint Mrs B is unhappy with the actions of NRAM Limited for several reasons. She said she never consented to the transfer of her buy to let mortgage to NRAM. Mrs B is also unhappy with the interest rate she has been charged and believes that NRAM have made her a mort... (3 pages)View decision -
Decision Reference DRN-5740991
11 Aug 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5740991 The complaint Mr C complains that Shawbrook Bank Limited refused to update his nominated bank account without using a third-party service which he feels uncomfortable about. Mr C wants Shawbrook to accept alternative proof as other financial institutions have done. What happ... (3 pages)View decision -
Decision Reference DRN-5259951
11 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5259951 The complaint Mr R has complained that Santander UK Plc unfairly failed to refund him for a car he bought at auction, which he’s explained wasn’t of satisfactory quality. What happened In November 2023, Mr R bought a used car via an online auction. When he collected the car,... (2 pages)View decision -
Decision Reference DRN-5483576
11 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5483576 Complaint Mr R complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said suitable affordability checks weren’t carried out prior to the application and he was lent to despite suffering from a poor credit hist... (4 pages)View decision
