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 121262 results
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Decision Reference DRN-5232425
12 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5232425 The complaint Mrs L’s complaint relates to a credit card she has with NewDay Ltd trading as Aquacard. She has said that she considers NewDay was irresponsible when it accepted her application, and later increased her credit limit on several occasions, as none were affordable... (3 pages)View decision -
Decision Reference DRN-5373476
12 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5373476 The complaint Ms K’s unhappy that Omni Capital Retail Finance Limited hasn’t accepted responsibility for a claim she’s made against it under the connected lender liability provisions of section 75 of the Consumer Credit Act 1974 (“section 75”). Complaint background I recentl... (7 pages)View decision -
Decision Reference DRN-5391802
12 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5391802 The complaint Mr A complains Link Financial Outsourcing Limited are unfairly continuing to report a default for a credit card debt. A representative has supported Mr A in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What happened I iss... (3 pages)View decision -
Decision Reference DRN-5096930
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5096930 The complaint Mrs B complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc (“Santander”). What happened Mrs B referred a complaint to us along with her representative. As the complainant is Mrs B, for ease, I have... (6 pages)View decision -
Decision Reference DRN-5387340
12 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5387340 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was of an unsatisfactory quality. What happened In October 2023, Mr H was supplied with a used car through a hir... (5 pages)View decision -
Decision Reference DRN-5313721
12 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5313721 The complaint Mrs B has complained about the repair of her car under the Motability scheme following an accident which was undertaken by U K Insurance Limited trading as Direct Line (UKI) being her motor insurers under the scheme. What happened Mrs B was involved in an acci... (4 pages)View decision -
Decision Reference DRN-5390731
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5390731 The complaint Mrs D complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs D is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has b... (9 pages)View decision -
Decision Reference DRN-5314360
12 Mar 2025 XTB Limited UpheldInvestmentsDRN-5314360 The complaint Mr A complains that XTB Limited’s trading application error prevented him from viewing his balance and margin requirements for certain NatGas positions he had open. He said that without this error he would’ve managed his margin correctly and closed his position... (3 pages)View decision -
Decision Reference DRN-5391134
12 Mar 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5391134 The complaint Mr M complains that Wise Payments Limited hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in October 20... (3 pages)View decision -
Decision Reference DRN-5340278
12 Mar 2025 Protector Insurance UK UpheldInsuranceDRN-5340278 The complaint Mr O complains about Protector Insurance UK’s handling of his property insurance claim. All references to Protector also include its appointed agents. What happened Below is intended to be a summary of the key points forming this complaint. It therefore isn’t a... (4 pages)View decision
