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 392389 results
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Decision Reference DRN-5637838
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5637838 The complaint Miss H complains about the quality of a car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). What happened In June 2024, Miss H acquired a used car through a conditional sale agreement with Moneybarn. The car was ... (3 pages)View decision -
Decision Reference DRN-5771541
9 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5771541 The complaint Mr A is unhappy as he feels a car financed using a hire purchase agreement from Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance was misrepresented to him. What happened In September 2024 Mr A purchased a car financed by a hire purch... (2 pages)View decision -
Decision Reference DRN-5488492
9 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5488492 The complaint A company which I will refer to as ‘H’ complains that Revolut Ltd didn’t reimburse the transactions made by a fraudster which it says it didn’t agree to. The complaint is brought on H’s behalf by Mr H and the company is represented by a firm of solicitors. How... (8 pages)View decision -
Decision Reference DRN-5748410
9 Sep 2025 Elderbridge Limited UpheldMortgagesDRN-5748410 The complaint Mr and Mrs J complain that Elderbridge Limited did not tell them about the full balance they owed on a second charge loan. What happened In 2003, Mr and Mrs J took out a second charge loan with Firstplus. The total borrowing was £39,836.80 over a term of 20 yea... (3 pages)View decision -
Decision Reference DRN-5798264
9 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5798264 The complaint Mr and Mrs K complain that Santander UK Plc didn’t make them aware that an agreed payment arrangement on their mortgage would impact their credit file. What happened Mr and Mrs K have a residential mortgage with Santander. They fell into financial difficulty i... (4 pages)View decision -
Decision Reference DRN-5284068
9 Sep 2025 Vodafone Limited Not upheldConsumer CreditDRN-5284068 The complaint Mr O complains about the information recorded with credit reference agencies about two fixed sum loan agreements he had with Vodafone Limited. What happened In December 2021, Mr O took out two fixed sum loan agreements with Vodafone, to pay for two brand new mo... (3 pages)View decision -
Decision Reference DRN-5807460
9 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5807460 The complaint Miss P has complained that Wise Payments Limited won’t refund the payments she made on behalf of her mother, when her mother fell victim to a scam. What happened In 2023, Miss P’s mother – who I’ll refer to as Mrs P – entered into an investment scheme which unf... (3 pages)View decision -
Decision Reference DRN-5485263
9 Sep 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5485263 The complaint Mr M complains about an incorrect credit file marker in relation to a car that was supplied through a hire purchase agreement with Marsh Finance Limited (MFL). What happened In February 2019, Mr M acquired a vehicle through a hire purchase agreement with MFL. T... (3 pages)View decision -
Decision Reference DRN-5637378
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5637378 The complaint Miss Z is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss Z fell victim to a cruel impersonation scam. On 20 April 2024, she received a call with a message from someone claiming to be fr... (3 pages)View decision -
Decision Reference DRN-5805829
9 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5805829 The complaint Mr K complains that Santander UK Plc will not refund a transaction made using his credit card. What happened Mr K was abroad and used his credit card to try and purchase drinks whilst on a beach. The beach vendor told him the transaction didn’t go through, but ... (7 pages)View decision