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 163568 results
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Decision Reference DRN-5657707
30 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5657707 The complaint Mr S complains that Nationwide Building Society (‘Nationwide’) should pay compensation for admitted poor service in connection with a FlexDirect account. What happened In brief summary, Nationwide admitted it had made an error when it incorrectly sent Mr S an a... (3 pages)View decision -
Decision Reference DRN-5552900
30 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5552900 The complaint Mr D complains that Moneybarn No.1 Limited mishandled his account when it fell into arrears and this has unfairly impacted on his credit file. What happened In January 2024 Mr D entered into a 60-month conditional sale agreement with Moneybarn for a used car. U... (3 pages)View decision -
Decision Reference DRN-5350630
30 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5350630 The complaint Ms L complains about the customer service she received from The Co-operative Bank Plc (Co-op) when she attempted to complete an account switch. What happened Ms L was a customer of Co-op and held the equivalent of a basic bank account with it. In August 2024 ... (3 pages)View decision -
Decision Reference DRN-5570430
30 Jun 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5570430 The complaint Miss J complains STARTLINE MOTOR FINANCE LIMITED (Startline) provided her with a car under a hire purchase agreement which wasn’t of satisfactory quality. What happened Miss J took out the hire purchase agreement with Startline on 10 October 2024 in order to a... (4 pages)View decision -
Decision Reference DRN-5653962
30 Jun 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5653962 The complaint Mr B complains about the balance owed under a fixed sum loan agreement with Creation Consumer Finance Ltd. What happened In October 2021, Creation received an application for a fixed sum loan agreement in Mr B’s name. The loan application was successful and it ... (3 pages)View decision -
Decision Reference DRN-5578835
30 Jun 2025 Pendragon Finance and Insurance Services Limited Not upheldConsumer CreditDRN-5578835 The complaint Mr J complains that Pendragon Finance and Insurance Services Limited misled him about the terms on which he would be able to obtain motor finance without telling him in advance. I’ll refer to it under its trading style of Evans Halshaw. What happened On 29 May ... (3 pages)View decision -
Decision Reference DRN-5574649
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5574649 The complaint Mr S complains Revolut Ltd (‘Revolut’) won’t reimburse over £44,000 that he lost when he fell victim to an cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview ... (3 pages)View decision -
Decision Reference DRN-5441425
30 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5441425 The complaint The estate of Miss L (the estate) complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) are refusing to honour a reduced settlement they sent to the late Miss L prior to her passing. What happened The late Miss... (2 pages)View decision -
Decision Reference DRN-5603795
30 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5603795 The complaint Mrs H complains Handelsbanken plc trading as Handelsbanken had carried out a credit search without her permission. She didn’t accept that this was just because of arrears on the mortgage. She wanted us to look into wider issues about her treatment, and reposses... (3 pages)View decision -
Decision Reference DRN-5038739
30 Jun 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5038739 The complaint Mr K complains that Curve UK Limited (Curve) processed a payment that he had not authorised. What happened Mr K who has an account with Curve, complains that it covered a payment which he had blocked with his underlying card issuer, meaning it debited his acco... (3 pages)View decision
