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-5679435
14 Jul 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5679435 The complaint Mr M is unhappy that Leasys UK LTD (Leasys) continued to record late payment markers on his credit file after a consumer hire agreement he had with them was terminated. What happened In July 2023 Mr M was supplied with a new car through a hire agreement with Le... (3 pages)View decision -
Decision Reference DRN-5526859
14 Jul 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5526859 The complaint Miss G complains First Rate Exchange Services Ltd blocked access to her funds and is unhappy it has failed to release the remaining balance to her. What happened The details of this complaint are well known to both parties and so I won’t repeat them here again ... (2 pages)View decision -
Decision Reference DRN-5320785
14 Jul 2025 Fluent Money Limited Not upheldMortgagesDRN-5320785 The complaint Mr W complains that Fluent Money Limited didn’t treat him fairly when he made a mortgage application. He says they failed to secure an interest rate of 3.24% as they didn’t tell him in time that the product was withdrawn. So he ended up on a higher interest rat... (3 pages)View decision -
Decision Reference DRN-5649143
14 Jul 2025 Zuto Limited UpheldConsumer CreditDRN-5649143 The complaint Mr A has complained that Zuto Limited prematurely released funds to the dealership for a car he was acquiring. What happened On 3 January 2024, Mr A arranged finance for a car through Zuto, as the broker. But he’s explained that he specifically told Zuto not to... (2 pages)View decision -
Decision Reference DRN-4986905
14 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-4986905 The complaint Mr S complains that Wise Payments Limited didn’t reimburse a payment he made following a scam. What happened In December 2023, Mr S opened an account with Wise. He paid £7,000 into the account which he then paid to a third party who I’ll call ‘G’. But Mr S the... (3 pages)View decision -
Decision Reference DRN-5616175
14 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5616175 The complaint Mr P complains TSB Bank Plc recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr P had an account with TSB. In September 2024, it was credited with £1,000 from a th... (3 pages)View decision -
Decision Reference DRN-5691513
14 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5691513 The complaint Mr K has complained that Clydesdale Bank Plc trading as Virgin Money “Virgin Money” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr K bought an amplifier and speaker from a supplier (who I’ll refer to as G), in ... (5 pages)View decision -
Decision Reference DRN-5690609
14 Jul 2025 Vodafone Limited UpheldConsumer CreditDRN-5690609 The complaint Mrs N has complained about the quality of a phone she bought using a fixed sum loan agreement with Vodafone Limited. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But to summarise,... (4 pages)View decision -
Decision Reference DRN-5644355
14 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5644355 The complaint Mr P has complained about the quality of a car he bought, in part using his NewDay Ltd credit card. What happened In May 2023, Mr P bought a used car. He paid the deposit using his NewDay credit card. Unfortunately, in May 2024, the car broke down as the timing... (3 pages)View decision -
Decision Reference DRN-5503423
14 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5503423 The complaint Mrs M complains Barclays Bank UK PLC won’t refund the full amount of money she says she lost 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 and based on the submission... (3 pages)View decision
