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-5980290
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5980290 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1... (10 pages)View decision -
Decision Reference DRN-5957370
27 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5957370 The complaint Mr W complains about how Santander UK Plc have applied payments he has made to his credit card balance, to balances on promotional offers. What happened On 7 May 2025, Mr W made a purchase for £1,680 using his Santander credit card. On 9 May 2025, Mr W made a ... (3 pages)View decision -
Decision Reference DRN-5825348
27 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5825348 The complaint Miss S complains about the quality of a vehicle she acquired through a hire purchase agreement financed by Oodle Financial Services Limited (Oodle). What happened In August 2024 Miss S acquired a used car through a hire purchase agreement financed by Oodle. Th... (3 pages)View decision -
Decision Reference DRN-5896156
27 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5896156 The complaint Mr N complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera) terminated a hire purchase agreement under which it supplied a car to him. What happened In March 2024, Mr N was supplied with a used car through a hire purc... (4 pages)View decision -
Decision Reference DRN-5980133
27 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5980133 The complaint Mr H and his representative have complained about how MotoNovo Finance Limited (‘MotoNovo’) handled his complaint about irresponsible lending. What happened In September 2022 Mr H acquired a car financed by way of a hire purchase agreement with MotoNovo. Mr H ... (3 pages)View decision -
Decision Reference DRN-5862924
27 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5862924 The complaint Mr O and Mrs O complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened Mr O and Mrs O purchased membersh... (4 pages)View decision -
Decision Reference DRN-4734282
27 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4734282 The complaint Mr S complains on behalf of the policyholders Mr D and Mr M about the way Aviva Life & Pensions UK Limited have administered a whole of life policy. He says the policy was set up with a fixed sum assured and premium, but Aviva has reviewed the policy and in... (6 pages)View decision -
Decision Reference DRN-5979307
27 Nov 2025 Freeway UK Insurance Services Limited UpheldInsuranceDRN-5979307 The complaint Mr I has complained that he has had to pay an additional premium for his taxi insurance policy through Freeway UK Insurance Services Limited because the insurance company who provide it wouldn’t accept his proof of no claim discount (NCD). What happened Mr I p... (3 pages)View decision -
Decision Reference DRN-5847120
27 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5847120 The complaint Miss R is unhappy with the service she has received from Clydesdale Bank Plc trading as Virgin Money. She said she received a parking ticket and contacted Virgin Money to ask for details about the transaction, but the call handler put the phone down on her twic... (2 pages)View decision -
Decision Reference DRN-5923162
27 Nov 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5923162 The complaint Mr M complains about the service he received from Monument Bank Limited (“Monument”) when transferring his ISA to it. In particular, Mr M is unhappy with the delays experienced in the allocation of his funds to his account and Monument’s failure to inform him o... (3 pages)View decision
