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 171071 results
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Decision Reference DRN-5423241
5 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5423241 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened Around May 2023 Mr S acquired a used car under a hire purchase agreement with SMF. The car is listed with a cash price of £1... (6 pages)View decision -
Decision Reference DRN-5730902
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730902 The complaint Mr A complains Revolut Ltd won’t refund payments he lost when he was the victim of a cryptocurrency (‘crypto’) investment scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened The back... (8 pages)View decision -
Decision Reference DRN-5737435
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5737435 The complaint Mr K complains that Revolut Ltd (‘Revolut’) wont refund money he lost when he was the victim of a scam. Mr K is being represented by a third party. However, to keep things simple, I will refer to Mr K throughout my decision. What happened The background to this... (6 pages)View decision -
Decision Reference DRN-5715508
5 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5715508 The complaint Mr B complains that American Express Services Europe Limited won’t refund to him the money that he paid for some accommodation and other amounts that he’s claimed. What happened Mr B used his American Express credit card in December 2024 to pay £958.45 to a boo... (4 pages)View decision -
Decision Reference DRN-5706667
5 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706667 The complaint Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (15 pages)View decision -
Decision Reference DRN-5736873
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5736873 The complaint Mrs K complaints that NewDay Ltd trading as Aqua gave her a credit card and limit increase which she couldn’t afford to repay. What happened In June 2021 Aqua gave Mrs K a credit card with a £1,200 limit. In October 2021 Aqua increased the limit to £2,450. Mrs ... (4 pages)View decision -
Decision Reference DRN-5613509
5 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5613509 The complaint Ms O complains about the treatment she received from Barclays Bank UK PLC trading as Barclaycard. What happened Ms O is a customer of Barclaycard. On 10 April 2025, she used Barclaycard’s live chat facility to ask about her statement cut-off date. Ms O found it... (3 pages)View decision -
Decision Reference DRN-5737346
5 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5737346 The complaint Mr H complains that Revolut Ltd won’t refund in full the money he lost when he fell victim to a scam. What happened Mr H was looking to apply for a loan through a broker’s website. He received a call from an individual purporting to be from a lender “E”, and t... (4 pages)View decision -
Decision Reference DRN-5692691
5 Aug 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5692691 The complaint Mr L complains that Volvo Car UK Limited did not correctly set up a finance agreement for his car in March 2024. What happened Mr L says he signed a 48-month 0% finance agreement in March 2024, but that direct debits were not taken as expected from April 2024.... (2 pages)View decision -
Decision Reference DRN-5287399
5 Aug 2025 Tesco Mobile Limited Not upheldConsumer CreditDRN-5287399 The complaint Mr W has complained about the quality of mobile phone(s) supplied under fixed sum loan agreement(s) with Tesco Mobile Limited. What happened Mr W entered into a fixed sum loan agreement with Tesco Mobile in March 2020. He bought a phone which cost around £720 ... (3 pages)View decision
