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 366874 results
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Decision Reference DRN-5559288
21 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5559288 The complaint Mr S complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) gave him incorrect information about the amount he was required to pay in order to voluntary terminate his agreement. What happened In July 2022 Mr S was supplie... (3 pages)View decision -
Decision Reference DRN-4990085
21 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4990085 The complaint Mr J complains that Wise Payments Limited (‘Wise’) won’t refund money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat what happened in detail. In summary, Mr J fell victim to a romance s... (3 pages)View decision -
Decision Reference DRN-5488813
21 May 2025 Black Horse Limited Not upheldConsumer CreditDRN-5488813 The complaint Mr S complains about problems he has had with a car Black Horse Limited trading as Jaguar Financial Services (“Black Horse”) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to ... (6 pages)View decision -
Decision Reference DRN-5487529
21 May 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5487529 The complaint Mrs C complains that ZILCH TECHNOLOGY LIMITED (Zilch) treated her unfairly when she told it she was experiencing financial difficulties and was unable to make the required payments on her credit account. What happened Mrs C holds a revolving credit account with... (3 pages)View decision -
Decision Reference DRN-5574682
21 May 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5574682 The complaint Mr W complains that his car insurance policy was voided by First Central Underwriting Limited (‘First Central’) because it thought the policy was fraudulently taken out through an unauthorised broker. What happened In April 2024, Mr W took out a car insurance ... (4 pages)View decision -
Decision Reference DRN-5574812
21 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5574812 The complaint A charity, which I will refer to as S, complains that HSBC UK Bank Plc unfairly closed its account. Mr S, one of S’s trustees, represents the charity in this complaint. What happened I understand there is no dispute about what happened here; the dispute as abou... (5 pages)View decision -
Decision Reference DRN-5120770
21 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5120770 The complaint Mr A is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel investment scam. He says he saw an advert on social media for a compan... (9 pages)View decision -
Decision Reference DRN-5422478
21 May 2025 Topaz Finance Limited Not upheldMortgagesDRN-5422478 The complaint Miss C1, the administrator of the estate of her late sister Miss C, complains on behalf of Miss C’s estate that Topaz Finance Limited trading as Hyalite Mortgages wouldn’t correspond with her and appointed receivers to manage properties secured by Miss C’s buy ... (3 pages)View decision -
Decision Reference DRN-5495408
21 May 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5495408 The complaint Mr T and Miss T complain that The Mortgage Works (UK) Plc (“TMW”) unfairly refused to provide them with a mortgage. They said the decision was only reached because of a bed left in a room not intended for use as a bedroom. They wanted TMW to pay compensation. W... (3 pages)View decision -
Decision Reference DRN-5574159
21 May 2025 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5574159 The complaint Mr H has complained about the return of a mobile phone supplied under a fixed sum loan agreement with Hutchison 3G UK Limited trading as Three. What happened Mr H entered into a fixed sum loan agreement with Three in April 2024. He bought a phone which cost ar... (3 pages)View decision
