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-5648803
9 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5648803 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) is of unsatisfactory quality. What happened In November 2024 Mr B entered into a hire purchase agreement with SMF to purchase a used car. The c... (4 pages)View decision -
Decision Reference DRN-5793978
9 Sep 2025 Scottish Friendly Asset Managers Limited Not upheldInvestmentsDRN-5793978 The complaint Miss C disputes two payments taken by Scottish Friendly Asset Managers Limited (‘Scottish Friendly’) in March 2025. What happened On 3 March 2025, Scottish Friendly took two direct debit payments from Miss C totalling £60 (£25 and £35). Unhappy these payments ... (3 pages)View decision -
Decision Reference DRN-5712814
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5712814 The complaint Ms M complains Lloyds Bank PLC didn’t highlight the fact that she wouldn’t earn interest on balances over £5,000 when she changed accounts or help her make an informed decision. What happened Ms M is a customer of Lloyds Bank and says she has been so for over 3... (2 pages)View decision -
Decision Reference DRN-5603741
9 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5603741 The complaint Miss R is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In March 2023 Miss R was supplied with a used car throu... (4 pages)View decision -
Decision Reference DRN-5457947
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5457947 The complaint Mr A complains about the quality of a used car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). What happened In July 2023, Mr A acquired a used car through a conditional sale agreement with M... (4 pages)View decision -
Decision Reference DRN-5805996
9 Sep 2025 Oasis Motor Finance Limited UpheldConsumer CreditDRN-5805996 The complaint Mr M complains about the quality of a car financed by Oasis Motor Finance Limited (‘Oasis’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (8 pages)View decision -
Decision Reference DRN-5805981
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5805981 The complaint Mr Z complains that after cancelling his Avios rewards plan, Barclays Bank UK PLC continued to deduct the monthly fee from his account. What happened In October 2024 Mr Z cancelled his Avios rewards plan with Barclays. He received an acknowledgement and confirm... (3 pages)View decision -
Decision Reference DRN-5315477
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5315477 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has declined to refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But i... (5 pages)View decision -
Decision Reference DRN-5368423
9 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5368423 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Lendable Limited t/a Autolend (Lendable) was of an unsatisfactory quality. When I refer to what Miss W has said and what Lendable have said, it should also be taken to include th... (4 pages)View decision -
Decision Reference DRN-5806921
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806921 The complaint M complains that Revolut Ltd won’t refund money it lost to a scam. Mr A is the director of M and is represented by a firm, but for ease, I have mostly referred to Mr A in my decision. What happened The background to this complaint is well known to both parties ... (3 pages)View decision