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-4877685
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4877685 The complaint Mrs R complains that Starling Bank Limited won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In October 2023, Mrs R was looking to get some building work done at her property. She posted the work on a listing w... (4 pages)View decision -
Decision Reference DRN-5232018
30 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5232018 The complaint Ms B is unhappy with the service provided by Motability Operations Limited (MOL). Ms B’s representative, Mr B, brought the complaint on her behalf. For ease of reading and because the hire agreement was in her name, I’ll refer mainly to Ms B. When I refer to w... (3 pages)View decision -
Decision Reference DRN-4981641
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4981641 The complaint Mr M complains about the way Lloyds Bank plc handled his chargeback claim. Mr M is represented in this complaint. For the sake of simplicity, I will refer to all submissions by Mr M's representative as being from him. What happened Mr M purchased airline t... (3 pages)View decision -
Decision Reference DRN-5261348
30 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5261348 The complaint Miss C complains about the vehicle “just add fuel” charges she incurred when her hire purchase agreement with Stellantis Financial Services UK Limited came to an end. What happened In or around 2020 Miss C acquired a car financed through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5244947
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5244947 The complaint Mr T complains that when his hire purchase agreement with BMW Financial Services(GB) Limited, trading as Alphera Financial Services, ended it kept trying to take the balloon payment from his bank account when he’d already paid it. He also complains about the cu... (3 pages)View decision -
Decision Reference DRN-5258296
30 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5258296 The complaint Mr H complains Vanquis Bank Limited (“Vanquis”) undertook a searches on his credit report when he no longer had an account with it. What happened Mr H found a hard search on his credit file by Vanquis dated 7 November 2023. He raised this with Vanquis who uphel... (2 pages)View decision -
Decision Reference DRN-5295582
30 Jan 2025 LDF Operations Limited Not upheldConsumer CreditDRN-5295582 The complaint R, a sole trader complains LDF Operations Limited trading as White Oak (“LDF”) told him his application for finance had been declined due to adverse credit when there is nothing adverse on his credit record. What happened R applied for business finance with LDF... (2 pages)View decision -
Decision Reference DRN-5252714
30 Jan 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5252714 The complaint Mr P complains the settlement figure he received from Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions, wasn’t fair, when the car he acquired financed through a hire agreement was declared written off. What happened In October 2021 Mr P acquire... (3 pages)View decision -
Decision Reference DRN-5093793
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5093793 The complaint Mrs A complains about the actions of Revolut Ltd when she lost money to a scam. Mrs A is being represented by a claims management company but for ease I’ll only refer to Mrs A. What happened The detailed background to this complaint is well known to both part... (9 pages)View decision -
Decision Reference DRN-4913468
30 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4913468 The complaint Ms B complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to her the money that she paid for some accommodation. What happened Ms B used her Virgin Money credit card in February 2023 to pay £545.70 for some accommodation that she and her fa... (3 pages)View decision
