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 393318 results
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Decision Reference DRN-5757732
25 Sep 2025 Tandem Bank Limited UpheldConsumer CreditDRN-5757732 The complaint Mr C has complained that Tandem Bank Limited “Tandem” provided incorrect information relating to the interest applicable to his loan account. What happened Mr C bought a solar panel system (the system) for his home which was installed in 2024. Mr C paid for th... (4 pages)View decision -
Decision Reference DRN-5739725
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5739725 The complaint Mr S complains Revolut Ltd failed to protect him from making payments to gambling operators. He says he suffered financially and mentally because of its processes and systems. What happened A summary of what happened is below. Mr S has an account with Revolut. ... (2 pages)View decision -
Decision Reference DRN-5663344
25 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5663344 The complaint Miss S has complained about the way Telefonica UK Limited trading as O2 (“O2”) administered a fixed sum loan agreement she had with it for a device. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything a... (3 pages)View decision -
Decision Reference DRN-5563536
25 Sep 2025 Gain Credit LLC UpheldConsumer CreditDRN-5563536 The complaint Mr B, through his representative, complains that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Mr B took one loan for £1,000 in January 2024. It was repayable over 12 months. The total amount repayable in the original agreem... (3 pages)View decision -
Decision Reference DRN-5829774
25 Sep 2025 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5829774 The complaint Mrs H complains about the quality of goods she bought using a catalogue shopping account with FREEMANS PUBLIC LIMITED COMPANY (Freemans). What happened On 29 August 2023, Mrs H purchased a tumble dryer from Freemans for £379.99. The charge for this item was app... (2 pages)View decision -
Decision Reference DRN-5645894
25 Sep 2025 Embark Investment Services Limited Not upheldInvestmentsDRN-5645894 The complaint Miss O complains that Embark Investment Services Limited (“Embark”) failed to follow her instruction to not pay her interest on her stocks and shares ISA. She requested this due to her religious beliefs. What happened Miss O held a stocks and shares ISA account... (2 pages)View decision -
Decision Reference DRN-5708854
25 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5708854 The complaint Mr J complains that The Royal Bank of Scotland Plc (RBS), unfairly removed his overdraft and referred his account to a debt collection agency (DCA) to manage on their behalf. What happened Mr J holds a bank account with RBS. The account had an overdraft facili... (3 pages)View decision -
Decision Reference DRN-5580155
25 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5580155 The complaint Miss J complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss J applied for a Vanquis credit card in October 2019. In her application, Miss J said she was ear... (3 pages)View decision -
Decision Reference DRN-5840169
25 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5840169 The complaint Mr S complains that he’s been paying for a car he hasn’t received, under a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CAAF”). What happened In September 2023, Mr S says he visited a dealership and saw a car he wanted to buy. To pay for the ... (4 pages)View decision -
Decision Reference DRN-5825114
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5825114 The complaint Mr J is unhappy with how Barclays Bank UK PLC (Barclays) handled a refund claim he made to them. What happened Mr J purchased a sofa via an online marketplace I shall call ‘F’ in August 2024 to the sum of £254.99 on his Barclays debit card. However he discovere... (2 pages)View decision