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-5352480
24 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5352480 The complaint Mr M has complained about the way Santander UK Plc (“Santander”) dealt with a claim for money back in relation to a holiday cruise he paid for with credit it provided. What happened On 10 May 2024, Mr M used his Santander credit card to pay for a 7-night cruis... (3 pages)View decision -
Decision Reference DRN-5677320
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5677320 The complaint Miss H complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Miss H says that in around October 2023, she was ... (3 pages)View decision -
Decision Reference DRN-5619227
24 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5619227 The complaint Mr N complains about a car supplied to him using a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”). What happened In September 2023, Mr N signed a hire purchase agreement with CA Auto to acquire a new car. The cash price of the car wa... (3 pages)View decision -
Decision Reference DRN-5712819
24 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5712819 The complaint Mr N and Mrs N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (15 pages)View decision -
Decision Reference DRN-5200302
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5200302 The complaint Mr N complains that Barclays Bank UK PLC blocked and then closed his accounts, causing him significant distress and inconvenience, as well as financial loss. What happened Mr N held three accounts with Barclays – a current account, a savings account and a Help ... (2 pages)View decision -
Decision Reference DRN-5543235
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5543235 The complaint Mrs B complains that Revolut Ltd won’t refund a payment she made as a result of a scam. What happened In August 2024, Mrs B heard from a company that I’ll call T about an investment opportunity, after she registered her details online in response to an advert s... (5 pages)View decision -
Decision Reference DRN-5700030
24 Jul 2025 Sky UK Limited Not upheldConsumer CreditDRN-5700030 The complaint Mr T has complained about the way Sky UK Limited dealt with a claim he’d made for a faulty phone he’d bought using a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go ... (3 pages)View decision -
Decision Reference DRN-5699799
24 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5699799 Complaint Mr T complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. ... (9 pages)View decision -
Decision Reference DRN-5680791
24 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5680791 The complaint Mr A complains about the information he received from BMW Financial Servces (GB) Limited trading as Alphera Financial Services (Alphera) when he acquired a used car under a hire purchase agreement. What happened The facts of this case are familiar to both part... (5 pages)View decision -
Decision Reference DRN-5515090
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5515090 The complaint Mr A complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr A says he fell victim to an investment scam involving the following payments from his Revolut account: Date Description Amount 19 October 2022 Payment to a com... (3 pages)View decision
