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-5506872
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506872 The complaint Miss J complains that NewDay Ltd trading as AO Finance irresponsibly lent to her. Miss J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by... (2 pages)View decision -
Decision Reference DRN-5732821
8 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5732821 The complaint Mr G has complained that Wise won’t refund a payment he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. I issue... (2 pages)View decision -
Decision Reference DRN-5743057
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5743057 The complaint Miss N is unhappy with how Mitsubishi HC Capital UK PLC trading as Hitachi Personal Finance (‘HPF’) handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around November 2019 Miss N underwent laser eye surgery at a clinic I’l... (7 pages)View decision -
Decision Reference DRN-5268276
8 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5268276 The complaint Miss M complains that Revolut Ltd failed to sufficiently intervene causing her to fall victim to authorised push payment (APP) employment scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. ... (4 pages)View decision -
Decision Reference DRN-5486485
8 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5486485 The complaint With the help of a professional representative (PR) Miss C complains that Startline Motor Finance Limited lent to her irresponsibly. For ease I’ll refer to the PR’s actions as being those of Miss C. What happened On 31 July 2019, Miss C entered a Hire Purchase ... (3 pages)View decision -
Decision Reference DRN-5626193
8 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5626193 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (‘First Response’). Mr A says the car broke down very soon after he acquired it. He says he has been sold faulty goods, and his mone... (4 pages)View decision -
Decision Reference DRN-5637613
8 Aug 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5637613 The complaint Mr H complains about how Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) has administered a credit card he has with it. He also thinks that the card was miss-sold to him. Mr H’s complaint has been brought by a representative and I’ve referred to... (5 pages)View decision -
Decision Reference DRN-5634757
8 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5634757 The complaint Mr M complains through a representative that Santander Consumer (UK) Plc (“Santander”) gave him a conditional sale agreement without carrying out a sufficient affordability assessment. What happened In May 2018, Santander provided Mr M with a conditional sale ... (5 pages)View decision -
Decision Reference DRN-5740378
8 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5740378 The complaint Mr K complains, through his representative, that NewDay Ltd (“NewDay”) gave him credit cards and increased the limit of the cards without carrying out adequate affordability checks. What happened Mr K was granted two credit cards, and a summary of Mr K’s credi... (4 pages)View decision -
Decision Reference DRN-5671962
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5671962 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In May 2021, Mr M found out about an investment company from someone he knew on a so... (3 pages)View decision
