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 360982 results
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Decision Reference DRN-5341039
12 Mar 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5341039 The complaint Ms M complains that Toyota Financial Services (UK) PLC (“TFS”) irresponsibly lent to her when it agreed to provide finance for the purchase of two cars. She says TFS didn’t carry out sufficient checks to make sure she could afford the borrowing. What happened ... (3 pages)View decision -
Decision Reference DRN-5387947
12 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5387947 The complaint Mr G complains that Nationwide Building Society failed to advise him that he could have had a current account that paid interest instead of the one he had. What happened Mr G says he’s had an account with Nationwide for many years. This was a current account (F... (2 pages)View decision -
Decision Reference DRN-5232425
12 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5232425 The complaint Mrs L’s complaint relates to a credit card she has with NewDay Ltd trading as Aquacard. She has said that she considers NewDay was irresponsible when it accepted her application, and later increased her credit limit on several occasions, as none were affordable... (3 pages)View decision -
Decision Reference DRN-5373476
12 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5373476 The complaint Ms K’s unhappy that Omni Capital Retail Finance Limited hasn’t accepted responsibility for a claim she’s made against it under the connected lender liability provisions of section 75 of the Consumer Credit Act 1974 (“section 75”). Complaint background I recentl... (7 pages)View decision -
Decision Reference DRN-5250359
12 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5250359 The complaint Mr T complains that Revolut won’t reimburse him the money he lost to an investment scam. Mr T is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr T directly. What happened Mr T has ... (4 pages)View decision -
Decision Reference DRN-4503662
12 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4503662 The complaint Mr and Mrs M complain about HSBC UK Bank Plc trading as First Direct. They say that they have fallen victim to a scam and would like First Direct to refund them the money they have lost. What happened Mr and Mrs M approached a company I will refer to as G at ... (3 pages)View decision -
Decision Reference DRN-5316570
12 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5316570 The complaint Mr G complains that MBNA Limited rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr G made the purchase along with his wife, but as the deposit was made by him using his credit card account, he is the eligible complainant. For simplicity, in thi... (5 pages)View decision -
Decision Reference DRN-5391802
12 Mar 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5391802 The complaint Mr A complains Link Financial Outsourcing Limited are unfairly continuing to report a default for a credit card debt. A representative has supported Mr A in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What happened I iss... (3 pages)View decision -
Decision Reference DRN-5096930
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5096930 The complaint Mrs B complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc (“Santander”). What happened Mrs B referred a complaint to us along with her representative. As the complainant is Mrs B, for ease, I have... (6 pages)View decision -
Decision Reference DRN-5387340
12 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5387340 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was of an unsatisfactory quality. What happened In October 2023, Mr H was supplied with a used car through a hir... (5 pages)View decision
