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 370149 results
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Decision Reference DRN-5552978
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5552978 The complaint Mr B complains about the interest he’s been charged on a loan with Marks and Spencer Financial Services Plc trading as M&S Bank. What happened On 18 April 2024 Mr B entered into a fixed sum loan agreement with M&S Bank. The loan was for £15,750 over a t... (2 pages)View decision -
Decision Reference DRN-5632955
1 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5632955 The complaint Mr B is unhappy with the amount Fairmead Insurance Limited offered him after he accidentally broke his TV and claimed on his contents insurance. What happened Mr B accidentally broke his TV and made a claim on his contents insurance policy with Fairmead. Fair... (3 pages)View decision -
Decision Reference DRN-5541225
1 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5541225 The complaint Mr W complains that Zopa Bank Limited lent to him irresponsibly. What happened In April 2022 Mr W applied for a credit card with Zopa. Zopa approved the application and gave Mr W a card with an initial credit limit of £300. In October 2022 the credit limit was ... (4 pages)View decision -
Decision Reference DRN-5589585
1 Jul 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5589585 The complaint Mr C complains that RCI Financial Services Limited trading as Mobilize Financial Services (“Mobilize”) charged him rentals under a battery lease agreement after he sold the car. What happened In March 2018 Mr C purchased an electric car and entered into a batte... (3 pages)View decision -
Decision Reference DRN-5537049
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5537049 The complaint Mr G complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened In May 2022 Mr G applied for a credit card with NewDay. NewDay approved the application and gave Mr G a credit card with a credit limit of £900. Mr G complained that NewD... (3 pages)View decision -
Decision Reference DRN-5544234
1 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5544234 The complaint Mr M complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance lent to him irresponsibly. What happened In November 2019 Mr M entered into a loan agreement with Novuna. The total amount repayable including interest was £13,764.24 with repay... (2 pages)View decision -
Decision Reference DRN-5580743
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5580743 THE COMPLAINT Miss B holds/held an account with Revolut Ltd (“Revolut”). Miss B’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Miss B is represented by SJS Legal Ltd (“SJS”) in this matter. However, where appropriate, I will ... (3 pages)View decision -
Decision Reference DRN-5571531
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5571531 THE COMPLAINT Mr G holds/held an account with Nationwide Building Society (“Nationwide”). Mr G’s complaint is about Nationwide’s refusal to reimburse him money he says he lost due to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties conc... (4 pages)View decision -
Decision Reference DRN-5326684
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5326684 The complaint Mr B complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr B contacted Lloyds through a professional representative in March 2024. He said he thought he was the victim of a scam when... (3 pages)View decision -
Decision Reference DRN-5652700
1 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5652700 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA Auto Finance) was not safe, and was not of a satisfactory quality. Mr S is represented in this case by Miss A, and a legal representative. For ease of re... (5 pages)View decision
