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-5501181
6 Aug 2025 Arnold Clark Automobiles Limited UpheldConsumer CreditDRN-5501181 The complaint Mr A complained that hard credit searches were carried out after he contacted Arnold Clark Automobiles Limited (“ACAL”) to enquire about arranging finance on a car. What happened The circumstances of the complaint are well known to both parties. So, I won’t re... (3 pages)View decision -
Decision Reference DRN-5425173
6 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5425173 The complaint Miss A complains about a car supplied under a hire purchase agreement, provided by Tandem Motor Finance Limited (‘TMF’). What happened Around July 2024 Miss A acquired a used car under a hire purchase agreement with TMF. The car is listed with a cash price of ... (4 pages)View decision -
Decision Reference DRN-5029074
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5029074 The complaint Mr N complains that Lloyds Bank PLC failed to protect him at a time he was falling victim to a scam and that it hasn’t refunded him since that scam was reported. What happened The background to this complaint is well-known to all parties and so I’ll only summar... (4 pages)View decision -
Decision Reference DRN-5693879
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5693879 The complaint Mr M complains that Barclays Bank UK PLC, trading as Barclaycard, advertised a credit card as offering cashback but when he used the card he didn’t receive the cashback that he was expecting. What happened I issued a provisional decision on this complaint in Ju... (4 pages)View decision -
Decision Reference DRN-5703397
6 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5703397 The complaint Mr D has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr D found a job opportunity via social media, submitting online reviews for commission. He had to pay his own money in to ... (3 pages)View decision -
Decision Reference DRN-5502790
6 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5502790 The complaint Miss P complains that Monzo Bank Ltd (“Monzo”) won’t refund money she lost when she fell victim to an investment scam. Miss P is being represented by a claims management company in bringing this complaint. What happened The full details of this complaint are ... (3 pages)View decision -
Decision Reference DRN-5311391
6 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5311391 The complaint Mr J complains about a car he acquired via a hire purchase agreement with BMW Financial Services(GB) Limited (‘BMWFS’). Mr J is represented in this complaint by Mrs J, but for ease of reference I have referred to Mr J throughout this decision. What happened In ... (3 pages)View decision -
Decision Reference DRN-5720639
6 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5720639 The complaint Mrs N complains Wise Payments Limited won’t refund money she lost as part of a crypto investment scam. Mrs N is being supported in making her complaint by a representative, but for ease, I’ll refer to Mrs N throughout this decision. What happened Mrs N said she... (6 pages)View decision -
Decision Reference DRN-5590530
6 Aug 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5590530 The complaint Mr M complains that My Finance Club (“MFC”) lent to him irresponsibly. In bringing his complaint, Mr M is supported by a professional representative; for ease, though, I’ll refer to all actions and submissions as being those of Mr M. What happened Mr M took o... (3 pages)View decision -
Decision Reference DRN-5673130
6 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5673130 The complaint Miss J complains that NewDay Ltd trading as Aqua (‘Aqua’) terminated her credit card account without warning, when she had an agreement with them. Miss J wants her account reinstating. What happened Aqua placed Miss J’s account on hold for several months as s... (4 pages)View decision
