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 364862 results
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Decision Reference DRN-5497039
25 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5497039 The complaint Mr P complains through a representative that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks which has rendered the relationship unfair. What happen... (3 pages)View decision -
Decision Reference DRN-5457141
25 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457141 The complaint Mr J complains through a representative that Black Horse Limited (“Black Horse”) gave him finance without carrying out adequate affordability checks. What happened In August 2019, Black Horse provided Mr J with a hire purchase agreement for a used vehicle thro... (4 pages)View decision -
Decision Reference DRN-5508314
25 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5508314 The complaint Mr and Mrs T are unhappy esure Insurance Limited (Esure) declined a claim made under their home insurance policy. Where I’ve referred to Esure, this also includes any agents acting on their behalf. What happened Mr and Mrs T have held home insurance with Esur... (4 pages)View decision -
Decision Reference DRN-5508334
25 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5508334 The complaint Mr D complains that the Barclays Bank UK PLC (Barclays) won’t refund payments they made as part of a scam, totalling £22,050. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I un... (5 pages)View decision -
Decision Reference DRN-4951744
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4951744 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5423412
25 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5423412 The complaint Mr C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on both accounts. What happened Mr C applied for a Marbles credit card in March 2016. In his application, Mr C said he was em... (3 pages)View decision -
Decision Reference DRN-5027195
25 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5027195 The complaint Mr A complains Santander UK Plc didn’t do enough to help get a refund for a transaction made on his debit card. What happened In April 2024, Mr A paid a plumber with his Santander debit card, to carry out repair works. After the plumber visited, Mr A said the ... (3 pages)View decision -
Decision Reference DRN-5421369
25 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5421369 The complaint Mr F complains that Nationwide Building Society didn’t do enough to assist him with an international payment that hadn’t been credited. What happened Mr F explains that on 3 October 2024 he made an online international payment for US Dollars 10,000. This was fo... (3 pages)View decision -
Decision Reference DRN-5196270
25 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5196270 The complaint Mr B complains about Revolut Ltd not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (4 pages)View decision -
Decision Reference DRN-5504397
25 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5504397 The complaint Ms W complains about how Healthcare Finance Limited (HFL) responded to a claim she made to it under section 75 Consumer Credit Act 1974 (s.75) in respect of dental treatment she paid for using the fixed sum loan it provided. What happened In March 2023 Ms W bou... (5 pages)View decision
