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 4096 results
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Decision Reference DRN-3840698
6 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3840698 The complaint Mr E (through a representative) has complained that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. Mr E says by granting the facility it pushed him further into debt. W... (3 pages)View decision -
Decision Reference DRN-5758218
15 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5758218 The complaint Mr R has complained that Lendable Ltd (Lendable) is holding him liable for a loan that he did not consent to. What happened Mr R said he was coerced into taking the loan when fraudsters came into his home and threatened him. Mr R said they obtained personal i... (5 pages)View decision -
Decision Reference DRN-5695765
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5695765 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN8735936
25 Jun 2013 The Co-operative Bank Plc Not upheldBanking and creditMs H complains that The Co-operative Bank Plc unfairly and unreasonably did not allow her chargeback request. And that it unfairly set off money from her credit card account against money it said she owed it because her chargeback request was unsuccessful. backgroundMs H approached the m... (2 pages)View decision -
Decision Reference DRN-4301205
21 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4301205 The complaint Miss B complains that a car she acquired via a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”) wasn’t of satisfactory quality. What happened In September 2021 Miss B entered into a four-year hire purchase agreement for a used car with MIVF. The ca... (9 pages)View decision -
Decision Reference DRN6081319
30 Sep 2013 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R’s complaint concerns their mortgage (structured as a number of sub- accounts), which they hold with Barclays Bank Plc. They have raised a number of issues, including the various interest rates they have been charged, Barclays passing their personal information to a third ... (3 pages)View decision -
Decision Reference DRN-3199982
1 Feb 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3199982 The complaint Mr H complains that a used car supplied by Specialist Motor Finance Limited (SMFL) under a finance agreement was of unsatisfactory quality. What happened Mr H acquired this car in July 2020 under a hire purchase agreement (HPA). Not long after collection he notice... (6 pages)View decision -
Decision Reference DRN-3808903
16 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3808903 The complaint Mr M has complained to Portal Financial Services LLP (formerly known as Portafina) about advice he received to transfer his personal pension to a Self-Invested Personal Pension (SIPP). What happened In 2013 Mr N received a cold call from a business offering him a ... (9 pages)View decision -
Decision Reference DRN-5469374
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469374 The complaint Miss P complains that Santander UK Plc has declined to refund payments she made as part of a scam. What happened Miss P was looking to generate some extra income, and was introduced to an investment by the wife of a work colleague. This investment was with a c... (3 pages)View decision -
Decision Reference DRN6839279
19 May 2016 Intrinsic Wealth Limited UpheldInvestment and pensionsMr E complains about the advice he got from Intrinsic Wealth Limited. He ended up paying too much into his Self Invested Personal Pension Plan (SIPP) based on this advice.backgroundI issued my provisional decision on Mr E’s complaint on 6 April 2016, copy attached. Th... (5 pages)View decision