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 162956 results
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Decision Reference DRN-5278281
4 Feb 2025 Amigo Loans Ltd Not upheldConsumer CreditDRN-5278281 The complaint Mr O complains that Amigo Loans Ltd (‘Amigo’) recently sold his personal unsecured loan account to another company in breach of his terms and conditions. He says Amigo communicated poorly with him and took too long dealing with his complaint. Mr O’s also unhap... (2 pages)View decision -
Decision Reference DRN-5306516
4 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5306516 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-5306415
4 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5306415 The complaint Mrs A complains Revolut Ltd didn’t send her a customised debit card she had ordered and the customer service she received. What happened I sent the parties a provisional decision in January 2025, in which I set out the following background information to the co... (3 pages)View decision -
Decision Reference DRN-5306153
4 Feb 2025 Newcastle Building Society UpheldBanking and PaymentsDRN-5306153 The complaint M, a limited company, complains that Newcastle Building Society trading as Manchester Building Society (“Manchester”) didn’t provide prompt access to funds in its savings account when withdrawals were requested. Mr F brings this complaint on behalf of M. What h... (5 pages)View decision -
Decision Reference DRN-5156011
4 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5156011 The complaint Mr H complains that MBNA Limited lent to him irresponsibly in relation to a loan he says was approved for him. Mr H estimates that the loan was approved on a date between 1998 and 1 January 2001. What happened On 11 August 2023 Mr H complained to MBNA about a l... (3 pages)View decision -
Decision Reference DRN-5305297
4 Feb 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5305297 The complaint Mr and Mrs S complain about the interest rate that Mortgage Agency Services Number Five Limited (MAS5) has applied to their mortgage. What happened In 2007, Mr and Mrs S took out an interest only mortgage over a term of 23 years with GMAC RFC. The mortgage had ... (4 pages)View decision -
Decision Reference DRN-4824883
4 Feb 2025 247 Money Group Limited UpheldConsumer CreditDRN-4824883 The complaint Mr B is unhappy with the quality of a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247Money (“247”). What happened I sent Mr B and 247 my provisional findings on this complaint on 16 January 2025. A copy of that de... (6 pages)View decision -
Decision Reference DRN-4861984
4 Feb 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4861984 The complaint Mr P believes Volvo Car Financial Services UK Limited (“VCFS”) wrongfully terminated an agreement he held with them. What happened In August 2022, Mr P signed a hire purchase agreement with VCFS to acquire a brand-new car in September 2022. The agreement was f... (3 pages)View decision -
Decision Reference DRN-5305909
4 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5305909 The complaint Mr B complained about the quality of a used car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’). When I refer to what Mr B or TFS have said or done, it should also be taken to include things said or done on their beh... (8 pages)View decision -
Decision Reference DRN-5191580
4 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5191580 The complaint Mrs B complains that Nationwide Building Society (NWide) didn’t refund money in a disputed ATM withdrawal. What happened On 28 May 2024, Mrs B went to withdraw cash from an ATM machine at Sainsburys. With her NWide card, she asked for two amounts of £250 and th... (2 pages)View decision
