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 171073 results
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Decision Reference DRN-5684412
28 Jul 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5684412 The complaint Mr S complains about the interest rate that Nationwide Building Society is charging on a loan that it made to him. What happened Mr S applied to Nationwide for a £15,000 loan in January 2025 which was offered with a representative rate of interest of 6.1%. His ... (2 pages)View decision -
Decision Reference DRN-4443930
28 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4443930 The complaint Mrs P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mrs P, along with h... (12 pages)View decision -
Decision Reference DRN-5251501
28 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5251501 The complaint Mr H is unhappy that Revolut Ltd (“Revolut”) won’t refund him the money he lost after he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it t... (3 pages)View decision -
Decision Reference DRN-5720237
28 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5720237 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around March 2024 Mr S acquired a used car under a hire purchase agreement with BM... (8 pages)View decision -
Decision Reference DRN-5678084
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5678084 The complaint Mr O is unhappy that NewDay Ltd closed his account. What happened Mr O had a credit account with NewDay. Mr O engaged with a Claims Management Company (“CMC”) which raised a complaint with NewDay on Mr O’s behalf. Shortly afterwards, Mr O noticed that his NewDa... (2 pages)View decision -
Decision Reference DRN-5642952
28 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5642952 THE COMPLAINT Mr O complains Revolut Ltd will not reimburse him money he says he lost when he fell victim to a scam. Mr O is represented by CEL Solicitors (‘CEL’) in this matter. However, where appropriate, I will refer to Mr O solely in this decision for ease of reading. ... (3 pages)View decision -
Decision Reference DRN-4561073
28 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4561073 The complaint Mr and Mrs Q’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr and Mrs Q purchased membership of a timeshare (the ... (11 pages)View decision -
Decision Reference DRN-5663659
28 Jul 2025 TSB Bank plc Not upheldConsumer CreditDRN-5663659 The complaint X complains that TSB Bank plc unfairly, and unreasonably, defaulted his loan. What happened In July 2020, X applied for a loan with TSB; the application was approved, and the funds were drawn down. In June and July 2023, X was sent a Notice of Default and a Fo... (3 pages)View decision -
Decision Reference DRN-5560111
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5560111 The complaint Mr A complains about the response from Bank of Scotland plc, trading as Halifax, to a claim that he made to it under section 75 of the Consumer Credit Act 1974. What happened Mr A bought a car from a dealer in September 2024. The price of the car was £21,372 an... (3 pages)View decision -
Decision Reference DRN-5285948
28 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5285948 The complaint Mr C complains that a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr C under a conditional sale agreement with Moneybarn that he electronic... (2 pages)View decision
