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 381082 results
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Decision Reference DRN-5683263
22 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5683263 Complaint Mr B has complained about a loan Metro Bank PLC (trading as “Ratesetter”) provided to him. He says he believes proper affordability checks weren’t carried out when he applied for his loan and this resulted in him being irresponsibly lent to. Background In Septembe... (3 pages)View decision -
Decision Reference DRN-5718687
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718687 The complaint Mr M complains that it was irresponsible for Bank of Scotland plc, trading as Halifax, to have opened a credit card account for him and to have increased his credit limit. What happened Mr M applied to Halifax for a credit card account in June 2016. His applica... (3 pages)View decision -
Decision Reference DRN-5613378
21 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5613378 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd t/a Autolend (Lendable) was of an unsatisfactory quality. When I refer to what Miss H has said and what Lendable have said, it should also be taken to include things... (5 pages)View decision -
Decision Reference DRN-5860773
21 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5860773 The complaint Mr A complains that CA Auto Finance UK Limited has terminated the finance agreement under which a car had been supplied to him and that the car was seized from him. What happened A used car was supplied to Mr A under a personal contract purchase agreement with ... (3 pages)View decision -
Decision Reference DRN-5796809
21 Oct 2025 Unum Ltd Not upheldInsuranceDRN-5796809 The complaint Mr S complains that Unum Ltd acted unfairly when processing his income protection benefit claim when it applied taxation and Employment and Support Allowance (‘ESA’) deductions. What happened As the background to the complaint is well known to both parties, I ... (5 pages)View decision -
Decision Reference DRN-5881840
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5881840 The complaint Mr K complains that a car that was supplied to him under a hire agreement with Volkswagen Financial Services (UK) Limited wasn’t of satisfactory quality and about other issues, including the service that he’s received. What happened A new car was supplied to Mr... (3 pages)View decision -
Decision Reference DRN-5867865
21 Oct 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5867865 The complaint Mrs M has complained that Fortegra Europe Insurance Company Ltd (“Fortegra”) unfairly declined her motor warranty claim. What happened In August 2024, Mrs M made a claim under her motor warranty with Fortegra when she noticed the engine management light illumin... (3 pages)View decision -
Decision Reference DRN-5817677
21 Oct 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5817677 The complaint Mr P is unhappy with Trading 212 UK Limited. He opened an ISA account but then decided not to use it. He said he had to provide a large amount of personal information to open the account. And now that he wasn’t going to use it he wants Trading 212 to delete all... (3 pages)View decision -
Decision Reference DRN-5808560
21 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5808560 The complaint Mrs R complains that Wise Payments Limited (“Wise”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs R has explained that in... (2 pages)View decision -
Decision Reference DRN-5880714
21 Oct 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5880714 The complaint Mrs M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market was irresponsible in its lending to her. She wants all interest and charges on the loans refunded along with 8% interest and compensation of £750 for the distress and anxiety the lending h... (4 pages)View decision
