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 400695 results
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Decision Reference DRN-5894939
13 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5894939 The complaint Mr D complains about the quality of a vehicle he acquired through a hire purchase agreement financed by CA Auto Finance UK Ltd (CA). What happened In March 2023 Mr D acquired a new car through a hire purchase agreement financed by CA. Mr D complained to the de... (3 pages)View decision -
Decision Reference DRN-5906941
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5906941 The complaint Mr Z complains that Revolut Ltd declined his chargeback claim. What happened On 18 May 2025 Mr Z purchased two items on eBay for £2,330.46 and paid via PayPal which was linked to his Revolut card. Mr Z received and returned the items on 20 May 2025 but didn’t r... (2 pages)View decision -
Decision Reference DRN-5732709
13 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5732709 The complaint A limited company, which I’ll refer to as ‘T’, complains that The Royal Bank of Scotland Plc (“RBS”) accepted a standing order payment that T didn’t expect would be made to its Bounce Back Loan (“BBL”). T’s complaint is brought to this service by its director, ... (3 pages)View decision -
Decision Reference DRN-5948477
13 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5948477 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5948211
13 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5948211 The complaint Mrs H is unhappy Nationwide Building Society won’t refund payments she says she made as part of a scam. Mrs H is represented by her daughter in the complaint. What happened In September 2023 Mrs H was ‘cold called’ by a building company, I’ll call “F”, offering... (9 pages)View decision -
Decision Reference DRN-5926970
13 Nov 2025 Alphabet (GB) Ltd UpheldConsumer CreditDRN-5926970 The complaint Mr W complains that a car he took from Alphabet (GB) Ltd was not of satisfactory quality. He says that Alphabet should have agreed to its return and compensated him accordingly. What happened In February 2024 Mr W and Alphabet entered into a three-year personal... (4 pages)View decision -
Decision Reference DRN-5848029
13 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5848029 The complaint Mr W complains about the quality of a car supplied to him by Santander Consumer (UK) Plc trading as MG Motor Financial Services (“Santander”). What happened Mr W entered into a conditional sale agreement with Santander in September 2024 for the supply of a new ... (3 pages)View decision -
Decision Reference DRN-5947783
13 Nov 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5947783 The complaint Mr H complains that Telefonica UK Limited, trading as O2 (‘O2’), didn’t check he could afford the repayments to seven fixed sum loan agreements he took out with them. What happened In November 2018, Mr H took out the first of seven fixed sum loan agreements wi... (4 pages)View decision -
Decision Reference DRN-5882926
13 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5882926 The complaint Mrs H has complained that Aviva Life & Pensions UK Limited has declined a critical illness claim. What happened The background to this complaint is well known to the parties. In summary in June 2023 Mrs H applied for a decreasing term life and critical illn... (3 pages)View decision -
Decision Reference DRN-5718374
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718374 The complaint Mr M complains that Monzo Bank Ltd returned a payment his employer made into his account after it closed. What happened Mr M had an account with Monzo. In November 2024, Monzo decided to close Mr M’s account – and blocked the account with immediate effect. A fe... (2 pages)View decision