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-5373259
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5373259 The complaint Mrs M complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs M throughout this complaint. What happened The background is known to both... (2 pages)View decision -
Decision Reference DRN-5579445
3 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5579445 The complaint Mr R complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a car finance agreement with him without carrying out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr R took out a conditional sale a... (4 pages)View decision -
Decision Reference DRN-5775603
3 Sep 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5775603 The complaint Mr R complains PayPal UK Ltd declined his seller protection claim. What happened Mr R entered into a contract to place adverts on videos and streams he was doing online. The advertiser paid Mr R £3,000 to place these adverts for a quarter, with an understandi... (3 pages)View decision -
Decision Reference DRN-5701774
3 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5701774 Complaint Mr R complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which caused him ongoing difficulty. Background In June 2015, Advantage Finance provided Mr R with... (5 pages)View decision -
Decision Reference DRN-5661160
3 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5661160 Complaint Mrs R has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says she shouldn’t have been provided with a credit card or a limit increase. Background Capital One provided Mrs R with a credit card with an initial limit of £... (3 pages)View decision -
Decision Reference DRN-5691402
3 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5691402 The complaint X complains about charges he has been asked to pay by Mercedes-Benz Financial Services UK Limited (‘MBFS’) since he returned a car he was financing through an agreement with them. X has been represented throughout this complaint but for ease, and because X is ... (3 pages)View decision -
Decision Reference DRN-5793881
2 Sep 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5793881 The complaint N complains about the service it has received from New Wave Capital Limited trading as Capital on Tap since 2023. N is represented in bringing this complaint to us by its director, Mr R. What happened Mr R, on behalf of N, entered into a credit agreement with C... (5 pages)View decision -
Decision Reference DRN-5745023
2 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5745023 The complaint Mr K, Mr K and Mrs Y have complained that Inter Partner Assistance SA (IPA) hasn’t provided a refund of premiums for a travel insurance policy in response to their complaint about issues with contacting it whilst on a trip abroad. The complaint is being led by... (2 pages)View decision -
Decision Reference DRN-5587009
2 Sep 2025 Justin Phillips Not upheldMortgagesDRN-5587009 The complaint Ms A and Mr P complain about the mortgage advice they received from Justin Phillips trading as Open Vision Finance. What happened Ms A and Mr P were buying a property and took mortgage advice from Open Vision Finance in 2024. They had two purchases fall through... (3 pages)View decision -
Decision Reference DRN-5762399
2 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5762399 The complaint Mr L complains that when he applied for a loan for £15,000 from Barclays Bank UK PLC, they only offered him a loan for £1,800. What happened Mr L applied for a £15,000 loan with Barclays, but they only offered him a loan for £1,800. Mr L was unhappy with the of... (3 pages)View decision