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
-
Decision Reference DRN-5680046
27 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5680046 The complaint Mr F complains about his liability in relation to a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In August 2023, a used vehicle costing £35,500 was purchased and financ... (3 pages)View decision -
Decision Reference DRN-5960548
27 Nov 2025 OneSavings Bank Plc UpheldMortgagesDRN-5960548 The complaint Mr V complains that OneSavings Bank Plc trading as Kent Reliance didn’t treat him fairly when he fell into arrears on his mortgage. He complains that it’s taken repossession action, failed to tell him about court hearings, and misled the court. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5980591
27 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5980591 The complaint Mr and Mrs M complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (6 pages)View decision -
Decision Reference DRN-5909593
27 Nov 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5909593 The complaint Mr S complains Lowell Portfolio I Ltd’s actions in pursuing debts he disputes have caused undue stress, breaches multiple legal and regulatory provisions, and demonstrated a lack of professionalism. What happened Mr S says Lowell claims to have acquired three d... (5 pages)View decision -
Decision Reference DRN-5907366
27 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5907366 The complaint Mr W has complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) in relation to a claim under his home insurance policy. For the avoidance of doubt, the term ‘Lloyds’ includes reference to its agents and representatives. What h... (4 pages)View decision -
Decision Reference DRN-5980091
27 Nov 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5980091 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Mr M or Northridge have said or done, it should also be tak... (5 pages)View decision -
Decision Reference DRN-5960066
27 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5960066 The complaint Mr O complains that Bank of Scotland plc trading as Halifax charged him a cash equivalent transaction fee and gave him incorrect advice when he called. He wants a refund of the fee and the associated interest. What happened Mr O holds a credit card with Halifax... (2 pages)View decision -
Decision Reference DRN-5946708
27 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5946708 The complaint Miss M is unhappy that a car supplied to her under a Personal Contract Plan (a type of hire purchase agreement) with Mercedes-Benz Financial Services UK Limited (‘MBFS’) was mis- sold. What happened The background of this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5902830
27 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5902830 The complaint T, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate T’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. T says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5548041
27 Nov 2025 BEST RISK MANAGEMENT AND FINANCIAL SERVICE LIMITED Not upheldInsuranceDRN-5548041 The complaint Mr G has complained that Best Risk Management and Financial Service Limited (‘Best’) mis- sold him a level term life assurance policy. He wants his premiums repaid. What happened In January 2021 Mr G sought whole of life cover of £100,000 but because of his he... (3 pages)View decision
