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-5672392
6 Nov 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5672392 The complaint Mr A is unhappy Zilch Technology Limited (Zilch) won’t allow him to change the email address on his account without closing it and opening a new one. He also complains that Zilch used the wrong payment option on a purchase he made on his account. Lastly Mr A sa... (4 pages)View decision -
Decision Reference DRN-5895283
6 Nov 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5895283 The complaint Mr J complains that Ald Automotive Limited (“Ald”) is holding him liable for a Road Fund Licence charge. What happened In 2021, Mr J enquired with a credit broker I’ll call ‘N’ about taking a car on hire. Because of worldwide events, the production of the car w... (4 pages)View decision -
Decision Reference DRN-5748558
6 Nov 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5748558 The complaint Ms C complains that Shop Direct Finance Company Limited (“SDFC”) has breached numerous regulatory and legal principles in relation to a running account credit agreement she took out with them. What happened Ms C complained to SDFC in MarchSD 2025, saying the el... (2 pages)View decision -
Decision Reference DRN-5655824
6 Nov 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5655824 The complaint Mr M complains that JD Willams & Company Limited (“JD Williams”) refused to default his account after he entered a long-term debt management plan. What happened Mr M held a running account credit facility with JD Williams. Unfortunately, in 2018, Mr M’s cir... (3 pages)View decision -
Decision Reference DRN-5512304
6 Nov 2025 Premium Credit Limited Not upheldConsumer CreditDRN-5512304 The complaint Mr R complains that Premium Credit Limited didn’t carry out affordability checks in relation to a credit agreement for a course. Mr R also complains that he didn’t know he was entering into a credit agreement and is unhappy he is being held liable for fees for ... (4 pages)View decision -
Decision Reference DRN-5923333
6 Nov 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5923333 The complaint Mrs H complains about the advice she received from St. James's Place Wealth Management Plc (SJP) recommending she take out an investment bond invested in the Conservative Portfolio. Mrs H says the investment strategy employed by SJP didn’t meet her object... (12 pages)View decision -
Decision Reference DRN-5757855
6 Nov 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5757855 The complaint Mr T complains that Billing Finance Limited lent to him irresponsibly. What happened In 2016, Mr T took out a hire purchase agreement with Billing Finance; it was to help fund the purchase of a motorbike. The agreement was for a cash price of £2,300; it was se... (3 pages)View decision -
Decision Reference DRN-5680676
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5680676 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) refuses to reimburse him for a discrepancy on a cash deposit he made at a branch. What happened On 24 April 2025, Mr A says he deposited £12,000 cash into his account via an automated teller machine (ATM) in ... (4 pages)View decision -
Decision Reference DRN-5834814
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5834814 The complaint Ms J complained that branch staff at Santander UK Plc were unhelpful when she believed that money from her account had gone missing due to something being wrong with Santander’s systems. To put things right, Ms J wants Santander to pay her the amount she feels... (3 pages)View decision -
Decision Reference DRN-5917705
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5917705 The complaint Miss R complains that TSB Bank plc unfairly reported late payments on her credit file and then failed to remove them as agreed. What happened Miss R is a customer of TSB. In November 2024, she raised a fraud claim on her TSB credit card which took time to deal ... (3 pages)View decision