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 384133 results
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Decision Reference DRN-5746876
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746876 The complaint Mrs B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I will summarise what happened relatively briefly. In late 2024... (3 pages)View decision -
Decision Reference DRN-5746909
1 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5746909 The complaint Mrs B has complained that Barclays Bank UK PLC won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I will summarise what happened relatively briefly. In lat... (3 pages)View decision -
Decision Reference DRN-5926438
1 Dec 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5926438 The complaint Mr A complains about end of contract charges when his agreement with Ald Automotive Limited ended. What happened In April 2022 Mr A was supplied with a car and entered a three-year lease agreement with Ald Automotive. At the end of the agreement the car was ins... (3 pages)View decision -
Decision Reference DRN-5824907
1 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5824907 The complaint Mr S complains that Bank of Scotland plc trading as Halifax refused to waive or re-negotiate the early repayment charge (ERC) for his mortgage when mortgage interest rates increased. Mr S says the ERC is a misrepresentation and an unfair charge as Halifax would... (3 pages)View decision -
Decision Reference DRN-5846399
1 Dec 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5846399 The complaint Miss B complains about a radiator fault on a used car she acquired through a hire purchase agreement (HPA), financed by Tandem Motor Finance Limited trading as Tandem (Tandem). What happened In March 2024, Miss B acquired a used car through a HPA, financed by T... (5 pages)View decision -
Decision Reference DRN-5745414
1 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5745414 The complaint Mr N complains that a car acquired under a hire purchase agreement with CA Auto Finance UK Ltd trading as CA Auto Finance UK (“CAA”) wasn’t of satisfactory quality when it was supplied to him. Mr N has also complained that the mileage range of the car was misr... (4 pages)View decision -
Decision Reference DRN-5988294
1 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5988294 The complaint Mr D has complained about the way EE Limited dealt with him when he took out credit agreements to buy devices. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise, Mr D... (4 pages)View decision -
Decision Reference DRN-5910799
1 Dec 2025 Scotwest Credit Union Limited Not upheldConsumer CreditDRN-5910799 The complaint Mr M complains Scotwest Credit Union Limited (Scotwest) acted irresponsibly by failing to request sight of his bank account statements before approving him for credit. What happened In November 2018, Mr M took out a fixed sum loan with Scotwest. He borrowed £2,... (4 pages)View decision -
Decision Reference DRN-5948875
1 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5948875 The complaint Mr J has complained about Assurant General Insurance Limited’s handling of his mobile phone claim. What happened Mr J has mobile phone and gadget insurance with Assurant. He made a claim in May 2025 following the loss of his Apple iphone X. Assurant accepted th... (2 pages)View decision -
Decision Reference DRN-5984624
1 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5984624 The complaint Ms A complains about the quality of a car she has been financing through an agreement with Lendable Ltd trading as Autolend. What happened Ms A took receipt of a used car in October 2024. She financed the deal through a hire purchase agreement with Autolend. In... (5 pages)View decision
