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-4096264
30 Aug 2023 Black Horse Limited Not upheldConsumer CreditDRN-4096264 The complaint Mr G complains about a defective vehicle he acquired with credit provided by Black Horse Limited, trading as Land Rover Financial Services (“LRFS”). What happened In January 2022 Mr G acquired a brand new land rover under a regulated hire purchase agreement financ... (2 pages)View decision -
Decision Reference DRN-4848225
25 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4848225 The complaint Ms A complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms A is being represented by a claims management company in her complaint. What happened The detailed background to this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN0828747
19 Oct 2018 N.I.I.B. Group Limited UpheldBanking and creditMr O complains that a used car he acquired with a hire purchase agreement with N.I.I.B. Group Limited wasn’t of satisfactory condition.backgroundIn August 2017 Mr O acquired a used car with a three year hire purchase agreement. The car was around seven years old and ... (4 pages)View decision -
Decision Reference DRN7510126
30 Aug 2016 Barclays Bank Plc Not upheldBanking and creditMr and Mrs U complain about the actions of Barclays Bank Plc in that they say that the bank racially profiled them and directly caused Mr U to be arrested.background Mr and Mrs U originally referred a complaint here about the bank’s treatment of their account. That... (3 pages)View decision -
Decision Reference DRN3629180
12 Jul 2019 Indigo Michael Limited UpheldBanking and creditMr M has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t carry out sufficient affordability checks before granting him a Safety Net facility in 2016. Mr M also says had SNC carried out sufficient checks, it would’ve seen that he couldn’t afford it. backgr... (5 pages)View decision -
Decision Reference DRN-2853816
18 Jan 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-2853816 The complaint Mrs B complains about how Santander Consumer (UK) Plc (“Santander”) has treated her in respect of a conditional sale agreement she took out with it for the acquisition of a caravan. What happened In July 2017 Mrs B entered into a conditional sale agreement (“agree... (3 pages)View decision -
Decision Reference DRN-3566637
30 Jun 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3566637 The complaint Mr T (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) provided him with a credit facility he couldn’t afford to repay. What happened Mr T approached SNC for a Safety Net facility in November 2016. This was ... (6 pages)View decision -
Decision Reference DRN-5568408
18 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5568408 The complaint Mr S complains that the vehicle he acquired through BMW Financial Services(GB) Limited, t/a ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. He says the vehicle is not fit for purpose and he wants to reject the car and have the credit agreemen... (6 pages)View decision -
Decision Reference DRN-4895756
8 Jul 2024 Go Car Credit Limited UpheldConsumer CreditDRN-4895756 The complaint Miss G complains about the quality of a car supplied by Go Car Credit Limited (‘GCC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Miss G took out a hi... (5 pages)View decision -
Decision Reference DRN-3957110
3 May 2023 Sapia Partners LLP UpheldInvestmentsDRN-3957110 The complaint Mr R complains that Sapia Partners LLP (“Sapia”) mis-sold him his investment in the Blackmore Bond Innovative Finance Individual Savings Account (“the Blackmore Bond”). Mr R is being represented in this complaint by a claims management company (“CMC”). However, fo... (13 pages)View decision