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 388057 results
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Decision Reference DRN-5973433
9 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5973433 The complaint Mr M is unhappy that Volkswagen Financial Services (UK) Limited (‘VWFS’) issued a non- remedial default notice. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. Mr M entered into a hir... (3 pages)View decision -
Decision Reference DRN-5921292
9 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5921292 The complaint Mr Y has complained about how Lloyds Bank PLC (Lloyds) handled his request for a refund. What happened In April 2025, Mr Y made two payments to an online accommodation booking platform, I’ll call D, using his Lloyds credit card. The payments were for holiday ac... (5 pages)View decision -
Decision Reference DRN-6005551
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-6005551 The complaint Mrs H complains that Zopa Bank Limited is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. I sent my... (5 pages)View decision -
Decision Reference DRN-5973473
9 Dec 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5973473 The complaint Mr R complains about end of lease charges he has been asked to pay by Mercedes-Benz Financial Services UK Limited (MBFS). He says MBFS failed to explain what condition the car he was leasing needed to be returned in. What happened Mr R took receipt of a new car... (3 pages)View decision -
Decision Reference DRN-5755574
9 Dec 2025 Paragon Bank Plc Not upheldConsumer CreditDRN-5755574 The complaint Paragon Bank Plc (‘Paragon’) provided Mr B with a hire purchase agreement in June 2018. Mr B purchased a used car which had a price of £63,000, he paid a £2,000 deposit and he was due to make one repayment of £1,297.50, then 47 repayments of £1,122.50 and then ... (2 pages)View decision -
Decision Reference DRN-6003942
9 Dec 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-6003942 The complaint Mr M complains Great Lakes Insurance SE unfairly declined a claim against his gadget insurance policy. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the... (3 pages)View decision -
Decision Reference DRN-5984928
9 Dec 2025 Bank of Scotland Plc UpheldMortgagesDRN-5984928 The complaint Mr T complains that Bank of Scotland Plc trading as Halifax has not treated him fairly in the way it administered his mortgage. What happened In 2007, Mr T took out a mortgage with Halifax. In 2023, Halifax obtained an order for possession of the mortgaged pro... (9 pages)View decision -
Decision Reference DRN-5526777
9 Dec 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5526777 The complaint Mr W complains that New Wave Capital Ltd (trading as Capital on Tap) treated him unfairly in relation to a personal guarantee. What happened Capital on Tap told us: • In October 2022 Mr W was a director of a limited company (which I will call J). Mr W signed ... (3 pages)View decision -
Decision Reference DRN-5817026
9 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5817026 The complaint Ms A complains MONEYBARN NO.1 LIMITED (Moneybarn) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Ms A entered into a conditional sale agreement with Moneybar... (4 pages)View decision -
Decision Reference DRN-5945254
9 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5945254 The complaint Mr E complained about the way NewDay Ltd trading as Aqua (NewDay) handled a claim for money back for a training course he purchased. What happened In April 2023, Mr E bought a three-day training course for two people (himself and a guest) with a company I’ll c... (3 pages)View decision