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 360264 results
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Decision Reference DRN-5305425
4 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305425 The complaint Mr R complains Santander UK Plc took around £2,000 from his account and it had no basis on which to apply an arrestment order for it do so. What happened The events that took place are well known to both parties and aren’t in dispute. So, I’ll only describe th... (3 pages)View decision -
Decision Reference DRN-5275628
4 Mar 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5275628 The complaint Mr O complains Lowell Portfolio I Limited are asking him to repay two debts for accounts he says he never took out. What happened Mr O received contact from Lowell about both debts, but not recognising them he asked Lowell to evidence the debts belonged to him,... (2 pages)View decision -
Decision Reference DRN-5341360
4 Mar 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5341360 The complaint Mr E complains he has been treated unfairly by Equiniti Financial Services Limited when selling some shares. He doesn’t think that it has justified the amount of commission it charged him for the service provided, and as a result he has paid higher fees than he... (4 pages)View decision -
Decision Reference DRN-5346929
4 Mar 2025 NCO Europe Limited Not upheldConsumer CreditDRN-5346929 The complaint Mr P complains NCO Europe Limited told him he could incur a late payment fee despite him paying his debt on time. What happened Following a separate issue, Mr P received an email dated 25 September 2024. He said this email threatened him with late payment fees ... (2 pages)View decision -
Decision Reference DRN-5232314
4 Mar 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5232314 The complaint Ms P complains Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) didn’t cancel her student loans when she expected them to. What happened Between 1996 and 1998 Ms P took out three student loans with the Student Loans Company (SLC). She s... (3 pages)View decision -
Decision Reference DRN-5369016
4 Mar 2025 Erudio Student Loans Limited UpheldConsumer CreditDRN-5369016 The complaint Miss L complains Erudio Student Loans Limited didn’t contact her using an appropriate method so she could apply for a deferment on her student loan. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve c... (3 pages)View decision -
Decision Reference DRN-5368399
4 Mar 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5368399 Complaint Mrs A has complained about the quality of a car that Blue Motor Finance Ltd (“BMF”) supplied to her through a hire-purchase agreement. Background In June 2024, BMF provided Mrs A with finance for a used car. The car was around nine years old and it is my understan... (8 pages)View decision -
Decision Reference DRN-5365484
4 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5365484 Complaint Miss B complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this worsen... (5 pages)View decision -
Decision Reference DRN-5317766
3 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5317766 The complaint Miss M complains about the way that The Co-operative Bank plc trading as Co-op Bank, has dealt with her credit card account. What happened Miss M complained to Co-op Bank in October 2024 that she hadn’t received her September 2024 credit card account statement.... (3 pages)View decision -
Decision Reference DRN-5368935
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5368935 The complaint Mr Z complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision
