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 375119 results
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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 -
Decision Reference DRN-5590924
2 Sep 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5590924 The complaint Mr D and Miss W complain that it was unfair for Pepper (UK) Limited trading as Engage Credit to replace LIBOR as the reference rate for their mortgage. They say if LIBOR no longer exists the reference rate should be zero. Mr D and Miss W also complain that they... (3 pages)View decision -
Decision Reference DRN-5567709
2 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5567709 The complaint Miss D complains that Nationwide Building Society acted unfairly when it blocked and closed her accounts. Miss D is also unhappy about how Nationwide communicated with her about the information it requested and didn’t consider her circumstances. What happened ... (4 pages)View decision
