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 123440 results
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Decision Reference DRN-5589293
12 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5589293 The complaint Mr G complains that he’s been trying to set up a payment plan with NewDay Ltd trading as Pulse but has been unable to do so. What happened Mr G complains that he’s been trying to set up a payment plan with NewDay but has been unable to do so. He says he’s been ... (3 pages)View decision -
Decision Reference DRN-5621849
12 Jun 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5621849 The complaint Miss O complains about a car supplied under a hire purchase agreement, provided by Advantage Finance Ltd (‘AFL’). What happened Around May 2024 Miss O acquired a used car under a hire purchase agreement with AFL. The car is listed with a cash price of £6,995 on... (8 pages)View decision -
Decision Reference DRN-5415515
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5415515 The complaint Mr F is unhappy that a car supplied to him under a Personal Contract Purchase agreement with CA Auto Finance UK Ltd (“CA Auto”) was of an unsatisfactory quality. When I refer to what Mr F has said and what CA Auto has said, it should also be taken to include t... (4 pages)View decision -
Decision Reference DRN-5601853
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5601853 The complaint Mr M and Mrs M complain that Admiral Insurance (Gibraltar) Limited declined their travel insurance policy claim, mis-sold the policy to them and failed to respond to their complaint. My references to Admiral include its agents. What happened Mr M and Mrs M boug... (7 pages)View decision -
Decision Reference DRN-5375629
12 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5375629 The complaint Mr S complains about the way that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has dealt with the payments that he’s made to it under a conditional sale agreement. What happened I issued a provisional decision on this complaint last month... (5 pages)View decision -
Decision Reference DRN-5601833
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5601833 The complaint Mr C complains that a ferry operator did not provide the service he had booked. Because he paid using his credit card, issued by Bank of Scotland plc, he says that he has a claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”). The ba... (3 pages)View decision -
Decision Reference DRN-5477233
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5477233 The complaint Ms P has complained that Barclays Bank UK PLC (“Barclays”) failed to send her a new debit card after her previous card had been cancelled. What happened Ms P’s debit card was cancelled on 18 April 2024, and a new debit card was ordered for Ms P on the same day.... (3 pages)View decision -
Decision Reference DRN-5419951
12 Jun 2025 The Mortgage Business Plc UpheldMortgagesDRN-5419951 The complaint Mr M complains that The Mortgage Business Plc trading as TMB reneged on an agreement to extend his buy to let (BTL) mortgage term. He says he was led to believe the rate was fixed for the duration of the mortgage, and that all of this has impacted his credit fi... (3 pages)View decision -
Decision Reference DRN-5263659
12 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5263659 The complaint Miss C complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss C said she lost money to a scam when she tried to purchase tickets for a concert. Miss C said she spoke with someone, who I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5542250
12 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5542250 The complaint Mr R complains TSB Bank plc didn’t charge him the rate he’d been told it would when he received a payment from an overseas account. What happened Mr R has an account with TSB. Mr R says he contacted TSB using its online chat service in October 2023 to ask what ... (2 pages)View decision
