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 3981 results
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Decision Reference DRN-3399338
30 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3399338 The complaint Mr R has complained that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has recorded a default on his credit file and registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr R entered into a hire purchase agreement with Startline... (6 pages)View decision -
Decision Reference DRN-4658974
4 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4658974 The complaint Mr F complains that Starling Bank Limited (Starling) won’t refund the money he lost as a result of a safe account scam. What happened I issued my provisional decision on this complaint on 16 February 2024. I wanted to give both sides a chance to provide any furthe... (7 pages)View decision -
Decision Reference DRN-3979180
21 Feb 2023 CB Payments Ltd Not upheldBanking and PaymentsDRN-3979180 The complaint Mr G complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing on or around January 2021, Mr G says he fell victim to a multi-layered operation orchestrated by a company I’ll refer to as ‘B’. Mr G says B sold hi... (3 pages)View decision -
Decision Reference DRN-5141143
22 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5141143 The complaint H, a business partnership, complains that Barclays Bank UK PLC wrongly restricted its accounts and cancelled all regular payments. What happened H explains that it told Barclays several times that it intended to continue to operate after the death of one of the... (3 pages)View decision -
Decision Reference DRN-4812487
30 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4812487 The complaint Miss C complains that Volkswagen Financial Services (UK) Limited (“VWFS”) lent to her irresponsibly and without carrying out proper affordability checks. What happened In September 2017 VWFS granted Miss C a hire purchase (HP) agreement which was scheduled to b... (4 pages)View decision -
Decision Reference DRN-5632479
8 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5632479 The complaint Mrs K, who is represented by a third party, complains that Santander Consumer (UK) Plc, trading as Mazda Financial Services (“Mazda Financial Services”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In Novem... (3 pages)View decision -
Decision Reference DRN-2742341
29 Apr 2021 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-2742341 The complaint Mr Z’s representative, a claims management company (CMC), complains on his behalf that he was given unsuitable investment advice by St. James's Place Wealth Management Plc, referred to as “the business”. In short, the CMC says Mr Z was assessed as a ‘balanced... (4 pages)View decision -
Decision Reference DRN-4694539
29 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4694539 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (8 pages)View decision -
Decision Reference DRN-4457191
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4457191 The complaint Mr D complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he says he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The back... (4 pages)View decision -
Decision Reference DRN-4403208
14 Nov 2023 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4403208 The complaint Mr H is complaining about Secure Trust Bank Plc trading as Moneyway. He says they were irresponsible in lending to him. Mr H’s complaint was brought to our service by a representative but for ease I’ve written as if we’ve dealt directly with him. What happened In ... (3 pages)View decision
