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 163568 results
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Decision Reference DRN-4937555
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4937555 The complaint Miss S complains about a car N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) supplied to her under a hire purchase agreement (“HPA”) wasn’t of satisfactory quality. What happened In November 2023 Northridge supplied a car to Miss S under a H... (4 pages)View decision -
Decision Reference DRN-5368781
19 Mar 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5368781 The complaint Mrs C complains about Marks & Spencer Financial Services Plc trading as M&S Bank (M&S) in relation to a loan account she took out with it. She says it wasn’t clear how they would report the loan value to the credit reference agencies (CRA’s). What ... (3 pages)View decision -
Decision Reference DRN-4952306
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4952306 The complaint Mr I complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr I fell victim to a fake job scam after he was co... (10 pages)View decision -
Decision Reference DRN-5170915
19 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5170915 The complaint Mr B is unhappy with the car supplied to him using a regulated hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services. What happened On 26 January 2021 Mr B entered into a regulated hire purchase agreement with BMW for... (3 pages)View decision -
Decision Reference DRN-5410362
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5410362 The complaint A company which I’ll call ‘C’ complains that Revolut Ltd didn’t do enough to prevent the loss it suffered when it sent several payments to account’s held with the Electronic Money Institution (‘EMI’) as a result of a scam. The complaint is brought on C’s behal... (7 pages)View decision -
Decision Reference DRN-5325446
19 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5325446 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax told her they wouldn’t be automatically renewing the cash card on her savings account when it expired. What happened Mrs S has savings accounts with Halifax and had been issued with a cash card for he... (3 pages)View decision -
Decision Reference DRN-5410238
19 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5410238 The complaint Mrs C says Bank of Scotland plc, trading as Halifax (“Halifax”), didn’t do enough to help when she fell victim to a scam. She says Halifax should reimburse the money she lost. In bringing the complaint to our service, Mrs C has used the services of a professio... (4 pages)View decision -
Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-5365943
19 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365943 The complaint Mr C is unhappy with the service he received from Barclays Bank UK PLC surrounding a default that was applied to his account. What happened Mr C had a credit account with Barclays. In 2023, Mr C fell into financial difficulties which had a negative impact on hi... (3 pages)View decision -
Decision Reference DRN-4865081
19 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4865081 The complaint Mr V complains about a car acquired through a Conditional Sale agreement with Santander Consumer (UK) Plc (‘SCUK’). Mr V has had problems with the car and says these defects would’ve been present when the car was supplied. He said these problems weren’t covered... (4 pages)View decision
