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 157006 results
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Decision Reference DRN-5185354
25 Feb 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5185354 The complaint Miss S has complained about how Shop Direct Finance Company Limited treated her after she began to experience financial difficulties. Miss S is represented in this complaint by her father, Mr S. What happened My provisional decision of 10 February 2025 set out ... (4 pages)View decision -
Decision Reference DRN-4769270
25 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4769270 The complaint Mr A is 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 job scam. He says he received a WhatsApp message from someone offering what he believed to be a genuine empl... (9 pages)View decision -
Decision Reference DRN-5334942
25 Feb 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5334942 Complaint Mr R has complained about a credit card Zopa Bank Limited (trading as “Zopa”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In October 2023, Zopa provided Mr R with a credit ca... (3 pages)View decision -
Decision Reference DRN-5275575
25 Feb 2025 Sky UK Limited Not upheldConsumer CreditDRN-5275575 The complaint Mr S has complained Sky UK Limited is holding him liable for payments under a consumer credit agreement for the purchase of a keyboard. What happened In May 2024 Mr S ordered both an iPad and a keyboard from Sky. There were two separate credit agreements. The k... (2 pages)View decision -
Decision Reference DRN-4907566
25 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4907566 The complaint Ms B is unhappy that HSBC UK Bank Plc will not refund the money she lost as the result of an authorised push payment (APP) scam. Ms B has brought her complaint through a representative, for ease of reading I will refer solely to Ms B in this decision. What ha... (3 pages)View decision -
Decision Reference DRN-5293349
25 Feb 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5293349 Complaint Mr M complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) unfairly entered into a hire-purchase agreement with him. He says it was irresponsible to lend to him as proportionate checks would have shown that he wasn’t in a position to be able to make ... (4 pages)View decision -
Decision Reference DRN-5302025
25 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5302025 The complaint Mrs M complains about Yorkshire Building Society (YBS) when she attempted to make a payment, and utilise a Power of Attorney (POA). This caused significant inconvenience, stress, and financial consequence. Mrs M is represented by a third party but for ease of r... (2 pages)View decision -
Decision Reference DRN-5353148
25 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5353148 The complaint Mrs C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment she paid for with credit it provided. What happened In July 2023 Mrs C entered into a two-year fixed sum loan agreement with ... (5 pages)View decision -
Decision Reference DRN-5233402
25 Feb 2025 Arval UK Limited Not upheldConsumer CreditDRN-5233402 The complaint Mrs M is unhappy with the car Arval UK Limited supplied her. Mrs M says the car had several issues since she took delivery, and she shouldn’t continue to be liable for the costs of repair after the car was rejected. What happened Mrs M signed into a hire agree... (3 pages)View decision -
Decision Reference DRN-5025181
25 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5025181 The complaint Mr S is unhappy with how Bank of Scotland plc trading as Halifax (Halifax) handled a breach of contract claim he made to them. What happened Mr S purchased a pergola from a supplier I shall call ‘M’ in June 2023 using his Halifax credit card. The total cost pai... (5 pages)View decision
