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-5390965
29 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5390965 The complaint Mr C complains about the quality of a car that was supplied through a conditional sale agreement with Santander Consumer (UK) Plc (Santander). What happened In March 2024, Mr C acquired a used car through a conditional sale agreement with Santander. The car was... (4 pages)View decision -
Decision Reference DRN-5520526
29 Aug 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5520526 The complaint Miss T has complained that Salary Finance Loans Limited (Salary Finance) unfairly provided her with a loan. What happened On 15 November 2022, Miss T entered into a loan agreement with Salary Finance as shown below. She told Salary Finance that she wanted to c... (3 pages)View decision -
Decision Reference DRN-5379415
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5379415 The complaint Mr J is unhappy Lloyds Bank PLC will not refund the money he lost as the result of a scam. Mr J brought his complaint through a representative. For ease of reading, I will refer solely to Mr J in this decision. What happened As both parties are aware of the det... (4 pages)View decision -
Decision Reference DRN-5379552
29 Aug 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5379552 The complaint Miss A complains that Yorkshire Building Society (YBS) won’t refund the money she lost following a number of payments she made from her account. What happened In September 2019, Miss A made three payments out of her YBS account to her now ex- partner totalling... (3 pages)View decision -
Decision Reference DRN-5780852
29 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5780852 The complaint Mr S complains that Inter Partner Assistance SA (IPA) hasn’t paid his travel insurance claim and about its service. My references to IPA include its claim handling agents. What happened Mr S had travel insurance, insured by IPA. He made a claim in March 2023 af... (4 pages)View decision -
Decision Reference DRN-5574660
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5574660 The complaint Mr H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr H applied for an Aqua credit card in January 2021. In his application, Mr H said he was earning £22,500 that Aqua calculated left h... (2 pages)View decision -
Decision Reference DRN-5294401
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5294401 The complaint Mr U complains Lloyds Bank Plc (“Lloyds”) has declined to reimburse him £10,000 which he says he lost to an investment scam. What happened Mr U was told about an investment opportunity with a company I will refer to as “V” by a friend of his. Interested, Mr U a... (5 pages)View decision -
Decision Reference DRN-5503495
29 Aug 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5503495 The complaint Mrs S has complained that Metro Bank PLC trading as RateSetter unfairly provided her with a loan. What happened On 12 September 2021, Mrs S entered into a loan agreement with RateSetter as shown below. Mrs S told RateSetter the loan was for debt consolidation,... (3 pages)View decision -
Decision Reference DRN-5663643
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5663643 The complaint Mr I complains that National Westminster Bank Public Limited Company have caused him financial detriment and emotional suffering due to their actions. He says that they allowed a fraudulent mortgage application to go through without his knowledge. What happened... (3 pages)View decision -
Decision Reference DRN-5447011
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5447011 The complaint Ms B is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse her after she fell victim to a scam. Ms B has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to Ms B throughout this decision. What ha... (7 pages)View decision
