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 124111 results
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Decision Reference DRN-5696320
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5696320 The complaint Miss J has complained about the quality of the fitting of flooring, paid for using her HSBC UK Bank Plc trading as first direct credit card. What happened In January 2024, Miss J bought new flooring, the cost of which included fitting. She paid two instalments ... (3 pages)View decision -
Decision Reference DRN-5757387
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5757387 The complaint Mrs W complains that NewDay Ltd rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2024 Mrs W booked a rental holiday cottage at a cost of £1,789.20 using her NewDay credit card. She booked it through a host website w... (3 pages)View decision -
Decision Reference DRN-5745716
19 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5745716 The complaint Mr H complained that Volkswagen Financial Services (UK) Limited (VWFS), trading as Audi Financial Services (AFS), failed to adequately support him financially when he ended his finance agreement. He would like payments he made between January 2020 to October 20... (4 pages)View decision -
Decision Reference DRN-5434226
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5434226 The complaint Ms P complains that Santander UK Plc failed to protect her at a time she was falling victim to a scam, and that it hasn’t reimbursed her loss since that scam was reported. What happened The background to this complaint is well-known to all parties and so I’ll o... (3 pages)View decision -
Decision Reference DRN-5760970
19 Aug 2025 Skipton Building Society UpheldMortgagesDRN-5760970 The complaint Mr M complains that Skipton Building Society has unfairly increased his mortgage payments despite the interest rate going down. What happened Mr M has a mortgage with Skipton. The interest rate on his mortgage tracks the Bank of England base rate (the base rate... (3 pages)View decision -
Decision Reference DRN-5728470
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5728470 The complaint Mr N complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved two credit card applications he made and later increased the credit limit. What happened Mr N applied for a Marbles credit card in November 2017. In his application, Mr N sai... (3 pages)View decision -
Decision Reference DRN-5762515
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5762515 The complaint Mr D complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited (“BMW”). What happened Mr D was supplied with a used car through a hire purchase agreement with BMW in June 2024. The car was around four years old and had covered ... (4 pages)View decision -
Decision Reference DRN-5661543
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661543 The complaint Mr M complains that HSBC UK Bank Plc, trading as First Direct, won’t reimburse him money he lost after he fell victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly bel... (5 pages)View decision -
Decision Reference DRN-5762859
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5762859 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened It seems things began with a phishing text purporting to be from a parcel delivery company, to ... (5 pages)View decision -
Decision Reference DRN-5754573
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5754573 The complaint Mr P complains that the car he acquired through Lendable Ltd trading as Autolend (“Lendable”) wasn’t of satisfactory quality. He’s paid to have the car repaired and wants Lendable to reimburse him. What happened Mr P entered into a hire purchase agreement in No... (5 pages)View decision
