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-5485712
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5485712 The complaint Miss H complains NewDay Ltd trading as Aqua and Marbles (NewDay) acted irresponsibly when it provided her with two credit card accounts. What happened Miss H says NewDay approved two credit card accounts for her - card A in November 2019 with an initial credit ... (3 pages)View decision -
Decision Reference DRN-5724140
30 Jul 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5724140 The complaint Miss T complains PayPal UK Ltd won’t refund her for a delivery she didn’t receive. What happened Miss T bought $2,000 worth of items from a seller online and the parcel wasn’t delivered. Miss T raised a buyer protection claim with PayPal and sent it informati... (3 pages)View decision -
Decision Reference DRN-5174657
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5174657 The complaint Mr G complains that Revolut Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened Mr G was contacted on a mobile messaging service by someone saying they had a job offer for him, he had been looking for work at the time, so this di... (3 pages)View decision -
Decision Reference DRN-5165720
30 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5165720 The complaint Mr S complains Vanquis Bank Limited (“Vanquis”) only asked him to provide source of wealth information once he’d deposited funds in his new savings account. Mr S says Vanquis should have made it clear that it required this from the application stage. What happ... (4 pages)View decision -
Decision Reference DRN-5299911
30 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5299911 The complaint Ms P complains about the quality of a car supplied to her on hire by Santander Consumer (UK) Plc (‘SC’). 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 ... (3 pages)View decision -
Decision Reference DRN-5562142
30 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditThe complaint Mr S, who is represented by a third party, complains that Startline Motor Finance Limited (“Startline”) irresponsibly agreed to give him motor finance he says he couldn’t afford to repay. What happened In May 2021, Mr S acquired a used car financed by a hire purchase agreemen... (3 pages)View decision -
Decision Reference DRN-5724653
30 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5724653 The complaint Mr L has complained that there was an unfair debtor-creditor relationship between himself and Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) arising out of a loan taken to pay for a timeshare membership. What happened In June... (5 pages)View decision -
Decision Reference DRN-5640516
30 Jul 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5640516 The complaint Miss N, the executor of the estate of her late father Mr N, complains about how Landmark Mortgages Limited have dealt with Mr N’s mortgage since he passed away. What happened The late Mr N took out a mortgage with Northern Rock in 2005. He borrowed around £123,... (4 pages)View decision -
Decision Reference DRN-5513653
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5513653 The complaint Miss B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss B was approved for an Aqua credit card in January 2020 with a £300 credit limit. I have detailed the credit limit increases below: December 2020 £300 to £1,300 May 20... (4 pages)View decision -
Decision Reference DRN-5723048
30 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5723048 The complaint Mr C’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by 1. Being party to an unfair credit relationship with him under Section 140A of the Consumer Credi... (3 pages)View decision