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 375868 results
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Decision Reference DRN-5617366
3 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5617366 The complaint Mr M complains about the credit agreement he took out with Motability Operations Limited (“Motability”). He says he was told he could purchase the car at the end of the lease, but he’s now discovered this isn’t the case at all. Mr M says the optional extras he ... (4 pages)View decision -
Decision Reference DRN-5697909
3 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5697909 The complaint Mr C is unhappy with how long a transfer of funds took from Vanquis Bank Limited, and the long wait times when he called to chase it. What happened Mr C transferred funds from his Vanquis savings account at around 9.30pm on 6 April 2025. As the funds hadn’t bee... (2 pages)View decision -
Decision Reference DRN-5766856
3 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5766856 The complaint Mr D complains Startline Motor Finance Limited (‘Startline’) acted irresponsibly by agreeing a hire purchase agreement he couldn’t afford to repay. What happened In March 2021 Mr D acquired a vehicle financed by a hire purchase agreement from Startline. The ca... (6 pages)View decision -
Decision Reference DRN-5794408
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5794408 The complaint Miss S complains that Revolut Ltd has declined to refund a disputed transaction that was made from her account. What happened On 10 June 2024, Miss S transferred £1,900 from her Revolut account with the intention of sending it to her other bank account with ano... (3 pages)View decision -
Decision Reference DRN-5755014
3 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5755014 The complaint Mr W complains about the way that Bank of Scotland Plc (BoS) has administered his mortgage once its term had ended. What happened Mr W has an interest only mortgage with BoS. The term ended in March 2020, but Mr W did not repay it. Mr W complains that BoS has n... (5 pages)View decision -
Decision Reference DRN-5457106
3 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5457106 The complaint Mr F says that Advantage Finance Ltd (‘Advantage’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. And he needed to borrow further to pay his ... (4 pages)View decision -
Decision Reference DRN-5733667
3 Sep 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5733667 The complaint Mr N complains that Marks and Spencer Financial Services Plc trading as M&S Bank (“M&S”) returned payments that he made to his loan account and reported arrears to the credit reference agencies. What happened Mr N holds a loan account with M&S. Mr N... (3 pages)View decision -
Decision Reference DRN-5618388
3 Sep 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5618388 The complaint A company, which I will refer to as E, complains that Amazon Payments UK Limited (APUK) wrongly blocked its account. What happened E’s representatives told us: • E’s access to its APUK account was blocked for 42 days. This caused intense disruption and financ... (2 pages)View decision -
Decision Reference DRN-5596123
3 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5596123 The complaint Mrs J complains that Red Sands Insurance Company (Europe) Limited declined a claim on her pet insurance policy. What happened Mrs J has pet insurance for her dog. The policy is underwritten by Red Sands. Mrs J took her dog to the vet after noticing lumps in her... (2 pages)View decision -
Decision Reference DRN-5741865
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5741865 The complaint Miss H complains that NewDay Ltd lent irresponsibly when it approved her Fluid and Aqua credit card applications and increased the credit limit on both accounts. What happened Miss H applied for a Fluid credit card with NewDay in October 2021. In her applicati... (4 pages)View decision
