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 162957 results
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Decision Reference DRN-4877382
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4877382 The complaint Mr S says Nationwide Building Society (“Nationwide”) has unfairly charged him interest on his credit card balances, and often gave him incorrect information about the balance due on his account. What happened Mr S has provided a lot of information in support of... (4 pages)View decision -
Decision Reference DRN-4870504
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4870504 The complaint Mr N complains that Revolut Ltd hasn’t refunded a payment he made. What happened In late 2023, Mr N bought four smartphones and a vacuum cleaner from a merchant using his Revolut card. In total he spent over £6,000 on the five items. He says that the vacuum cle... (3 pages)View decision -
Decision Reference DRN-5229006
4 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-5229006 The complaint Miss M complains that Next Retail Limited irresponsibly lent to her. Miss M 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 Miss M herse... (2 pages)View decision -
Decision Reference DRN-5369528
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5369528 The complaint and what happened Miss W complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. I’ve included relevant sections o... (4 pages)View decision -
Decision Reference DRN-5323675
4 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5323675 The complaint Ms H complains PayPal UK Ltd won’t refund her for a purchase she made. What happened Ms H bought some 17 inch rims for her car. When a mechanic fitted the rims, and it appears Ms H’s existing tyres, the wheels weren’t aligned. Ms H was told the rims were lik... (3 pages)View decision -
Decision Reference DRN-4987777
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4987777 The complaint Mr H complains that Nationwide Building Society won’t reimburse him, after he made a payment towards an investment that he now considers to have been a scam. What happened Mr H has explained that he previously had dealings with a firm that I’ll refer to as ‘P’ ... (4 pages)View decision -
Decision Reference DRN-5312854
4 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5312854 The complaint Mr H complains that Vanquis Bank Limited irresponsibly lent to him. Mr H 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 Mr H himself. W... (4 pages)View decision -
Decision Reference DRN-5179115
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5179115 The complaint Mr C complains that Wise Payments Limited (Wise) closed his account following a review of his business account. What happened Mr C had a personal account with Wise. Mr C has explained that he used the account to fund work projects. In October 2023, Wise decid... (3 pages)View decision -
Decision Reference DRN-5355416
4 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5355416 The complaint Mr S is unhappy that Volkswagen Financial Services (UK) Limited (‘VWFS’) attempted to collect the final payment due under a hire purchase agreement he had with them. Mr S has been represented during part of the claim and complaint process by Ms W, a profession... (5 pages)View decision -
Decision Reference DRN-5369581
4 Mar 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5369581 The complaint This complaint is about a mortgage Mr D holds with Bank of Ireland (UK) Plc - hereafter referred to as BOI. The essence of the complaint is that Mr D isn’t happy with how BOI handled an internal re-mortgage arranged to give him a new interest rate deal. He say... (3 pages)View decision
