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 384131 results
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Decision Reference DRN-5955068
20 Nov 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5955068 The complaint Mr W complains that damage charges Hyundai Capital UK Limited (Hyundai), trading as Hyundai Finance Contract Hire, applied at the end of his hire agreement are excessive. He would like the balance reduced by 50% or a plan set in place to repay £1000. What hap... (2 pages)View decision -
Decision Reference DRN-5504483
20 Nov 2025 Gain Credit LLC UpheldConsumer CreditDRN-5504483 The complaint Mr S complains that Gain Credit LLC, trading as Lending Stream, irresponsibly provided him with five loans. What happened Lending Stream provided Mr S with the following loans, each with a term of around six months: • Loan 1 for £400 provided in January 2021,... (4 pages)View decision -
Decision Reference DRN-5769619
20 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5769619 The complaint Mr H says MONEYBARN NO.1 LIMITED, (‘Moneybarn’), irresponsibly lent to him when he took out a conditional sale agreement with it. He says that it didn’t take reasonable steps to ensure the agreement was affordable, and it didn’t properly consider his expenditur... (3 pages)View decision -
Decision Reference DRN-5961348
20 Nov 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5961348 The complaint Mr H complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants the interest he has paid refunded along with statutory interest and the balance outstanding on his loan cleared. He also wants compensation for ... (5 pages)View decision -
Decision Reference DRN-5518908
20 Nov 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5518908 The complaint Mr K complains about the problems he had when instructing Financial Administration Services Limited (trading as Fidelity) to sell units in holdings within his investment accounts. He says the failure to execute his instructions when requested has caused him los... (4 pages)View decision -
Decision Reference DRN-5928516
20 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5928516 The complaint Mr K says Santander Consumer (UK) Plc trading as (‘Santander’) didn’t take reasonable steps to assist him when he couldn’t afford the repayments to his car finance. What happened This complaint is about a conditional sale agreement that Mr K took out to purcha... (3 pages)View decision -
Decision Reference DRN-5963670
20 Nov 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5963670 The complaint Mr C is complaining that Kroo Bank Ltd hasn’t refunded transactions which he says he didn’t authorise. What happened Around 5.30pm on 12 June 2024 Mr C received a call from a mobile number. The caller (who I’ll refer to as the scammer) said they were from Kroo ... (4 pages)View decision -
Decision Reference DRN-5673945
20 Nov 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5673945 Complaint Ms A says that J D Williams & Company Limited (trading as “Simply Be”) unfairly sent her letters that failed to notify her of the correct time limit to reject interest rate changes it was applying to her account. She’s also said that these letters failed to set... (5 pages)View decision -
Decision Reference DRN-5856957
19 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5856957 The complaint Mr K complains that the car he acquired through BMW Financial Services (GB) LIMITED trading as ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. He says the engine failed and needs replacing and it’s the result of it not being maintained prior ... (4 pages)View decision -
Decision Reference DRN-5917103
19 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5917103 The complaint Mr R complains that Capital One (Europe) plc lent to him irresponsibly. What happened In April 2023 Mr R applied for a credit card with Capital One. Capital One approved the application and gave Mr R a credit card ending 5214 with a credit limit of £500. In Fe... (3 pages)View decision
