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 121876 results
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Decision Reference DRN-5218415
28 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5218415 The complaint Mrs S complains about Nationwide Building Society (NBS) after she renewed a fixed term ISA account with them. Mrs S is represented by a third party but for ease of reading, I will simply refer to Mrs S. What happened In August 2024, Mrs S went to a branch of NB... (3 pages)View decision -
Decision Reference DRN-5034654
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034654 The complaint Miss W complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Miss W is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll onl... (12 pages)View decision -
Decision Reference DRN-5029164
28 Jan 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5029164 Complaint Mr H has complained about the quality of a car that Startline Motor Finance Limited (“Startline”) supplied to him through a hire-purchase agreement. Background In February 2023, Startline provided Mr H with finance for a used car. The car was around seven years ol... (8 pages)View decision -
Decision Reference DRN-5241114
28 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5241114 The complaint Mrs B complains about how Domestic & General Insurance Plc (DGI) dealt with and settled her claim after she reported a fault with her television. She says it broke her television and won’t repair or replace it. What happened On 1 November 2022 she incepted... (3 pages)View decision -
Decision Reference DRN-4939741
27 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4939741 The complaint Mr R is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) PLC (“TFS”) was of an unsatisfactory quality. When I refer to what Mr R has said and what TFS has said, it should also be taken to include things ... (5 pages)View decision -
Decision Reference DRN-5156118
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5156118 The complaint Miss F complains that a car that was supplied to her under a finance agreement with a finance company that is now known as Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss F under a finance a... (3 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-5186065
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5186065 The complaint Ms M complains that the car she acquired through Stellantis Financial Services UK Limited t/a PSA (“SFS”) wasn’t of satisfactory quality. She says there’s been a number of faults from the day the car was purchased, and this has affected her family and caused di... (4 pages)View decision -
Decision Reference DRN-5279563
27 Jan 2025 UBS AG UpheldMortgagesDRN-5279563 The complaint Mrs K complains about costs applied by UBS AG to her mortgage. Mrs K is represented by a firm of solicitors that I’ll refer to as “M”. What happened Mrs K took out a mortgage with UBS in 2014. The mortgage was on an interest only basis and the funds were drawn ... (9 pages)View decision -
Decision Reference DRN-5289417
27 Jan 2025 Western Circle Ltd UpheldConsumer CreditDRN-5289417 The complaint Mr O complains Western Circle Ltd trading as Cashfloat (“Cashfloat”), unfairly recorded adverse information on his credit file. What happened Mr O took a short-term loan via Cashfloat, with repayments to be collected by Continuous Payment Authority each month.... (3 pages)View decision
