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 366874 results
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Decision Reference DRN-5480677
16 May 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5480677 The complaint Ms W complains through a representative that Oodle Financial Services Limited (“Oodle”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In September 2021, Oodle provided Ms W with a hire purchase agreement f... (5 pages)View decision -
Decision Reference DRN-5563900
15 May 2025 Santander UK Plc UpheldConsumer CreditDRN-5563900 The complaint Miss T has complained that Santander UK Plc are holding her liable for a debt which she says was taken out fraudulently in her name. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In spring 2024, Miss T fell vic... (5 pages)View decision -
Decision Reference DRN-5563898
15 May 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5563898 The complaint Miss T has complained that Admiral Financial Services Limited are holding her liable for a debt which she says was taken out fraudulently in her name. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In spring 202... (5 pages)View decision -
Decision Reference DRN-5096060
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5096060 The complaint Mrs P complains Revolut Ltd didn’t do enough to protect her when she lost money to an investment scam. In bringing this complaint Mrs P is being represented by a claims management company, I’ll refer to as “R”. What happened Mrs P said she heard about an invest... (5 pages)View decision -
Decision Reference DRN-5563574
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5563574 THE COMPLAINT Mr P holds/held an account with Revolut Ltd (“Revolut”). Mr P’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr P is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer t... (7 pages)View decision -
Decision Reference DRN-5434728
15 May 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5434728 The complaint Mrs H complains about the service she received from LeasePlan UK Limited when she tried to renegotiate her hire agreement. What happened In September 2015 Mrs H was supplied with a car and entered a 36 month hire agreement with LeasePlan. Mrs H requested to ext... (3 pages)View decision -
Decision Reference DRN-5466318
15 May 2025 WESTFIELD CONTRIBUTORY HEALTH SCHEME LIMITED Not upheldInsuranceDRN-5466318 The complaint Mr W has complained that Westfield Contributory Health Scheme (trading a Westfield Health) won’t cover the cost of a scan under a private medical insurance policy. What happened On 20 September 2024 Mr W saw a consultant who recommended that he have a CT scan,... (2 pages)View decision -
Decision Reference DRN-5280932
15 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5280932 The complaint Mr J complains Barclays Bank UK PLC (“Barclays”) closed his account without explanation and discriminated against him based on his neuro-diverse condition. What happened The details of this complaint are well known by both parties, so I won’t repeat them again ... (2 pages)View decision -
Decision Reference DRN-5522020
15 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5522020 The complaint Mr and Mrs L complain that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) failing to resp... (19 pages)View decision -
Decision Reference DRN-5366306
15 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5366306 The complaint Mrs S is unhappy with the settlement paid to her after she rejected a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (“SMF”) which was of an unsatisfactory quality. When I refer to what Mrs S and SMF have said, it shou... (4 pages)View decision
