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 170827 results
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Decision Reference DRN-5547084
17 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5547084 The complaint Miss S complains National Savings and Investments hasn’t paid her the proceeds of a bond that her parents opened for her. What happened Miss S’s parents opened a capital bond for her when she was a child. In January 2025 Miss S contacted National Savings and In... (2 pages)View decision -
Decision Reference DRN-5700033
17 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5700033 The complaint Mr M complains that a car supplied to him, using a hire purchase agreement taken out with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“Alphera”), was misrepresented. What happened Mr M referred a complaint to us along with his rep... (4 pages)View decision -
Decision Reference DRN-5543006
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5543006 The complaint Mr V is unhappy with the way Santander UK Plc dealt with a claim for money for a hotel stay he paid for using his credit card. What happened Mr V booked a hotel stay in August 2024 for seven nights with a supplier I’ll call Z. He paid around £2,800 using his c... (4 pages)View decision -
Decision Reference DRN-5292912
17 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5292912 The complaint and background Mr H complains that Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to an investment scam in October 2023, resulting in the loss of over £11,000 from his Wise account. Our investigator didn’t uphold the complain... (2 pages)View decision -
Decision Reference DRN-5140694
17 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5140694 The complaint Mr A complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) didn’t uphold a claim he made about a mis-sold sofa. What happened In February 2024, Mr A placed an order for a sofa in-store with a company I’ll call “N”. He says he... (3 pages)View decision -
Decision Reference DRN-5618371
17 Jul 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5618371 The complaint Miss D complains that Zempler Bank Limited unfairly restricted and later closed her account. What happened Around December, Miss D’s account was restricted pending a review by Zempler. The bank later issued notice in January that it would be closing Miss D’s ac... (2 pages)View decision -
Decision Reference DRN-5338621
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5338621 The complaint Mr T complains that NewDay Ltd won’t meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after he bought a car at auction which was, he says, faulty. Because he paid for the car in part with his credit card, he says that he can bring ... (6 pages)View decision -
Decision Reference DRN-5150367
17 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5150367 The complaint Miss J complains that The Royal Bank of Scotland Plc (‘RBS’) won’t reimburse her for payments she made to a scam. Miss J’s complaint is brought by a professional representative but for ease I will refer only to Miss J in this decision. What happened The detai... (3 pages)View decision -
Decision Reference DRN-5249306
17 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5249306 The complaint Mr G has complained that Starling Bank Limited won’t refund the money he lost in what he says was a scam. What happened In January 2019, Mr G loaned £15,000 to a UK property company. He sent the money in one payment from his Starling account. Mr G initially rec... (3 pages)View decision -
Decision Reference DRN-5697235
17 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5697235 The complaint Mr P and Ms D’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (13 pages)View decision
