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 381194 results
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Decision Reference DRN-5620267
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5620267 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (17 pages)View decision -
Decision Reference DRN-5499516
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5499516 The complaint Mr R complains that Santander UK Plc (Santander) won’t refund the money he lost when he fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (4 pages)View decision -
Decision Reference DRN-5636699
19 Jun 2025 Hubener Versicherungs AG UpheldInsuranceDRN-5636699 The complaint C has complained about Hubener Versicherungs AG’s decision to decline its claim under its Hotel, Guest House & Restaurant Package Insurance policy. C is represented by Mr B, who is a director. What happened C has a fish and chip shop. It insured the conte... (5 pages)View decision -
Decision Reference DRN-5636209
19 Jun 2025 First Holiday Finance Limited UpheldConsumer CreditDRN-5636209 The complaint Mr and Mrs M complain that First Holiday Finance Ltd (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) deciding agains... (26 pages)View decision -
Decision Reference DRN-5535102
19 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5535102 The complaint Ms M complains that Kroo Bank Ltd didn’t provide the service it should have after she reported that she had been the victim of a scam. Ms M wants the money she lost refunded. What happened Ms M said that she received an unsolicited call from someone claiming to... (4 pages)View decision -
Decision Reference DRN-5111975
19 Jun 2025 Northern Trust Global Services SE Not upheldInvestmentsDRN-5111975 The complaint Mr C complains that Northern Trust Global Services SE failed to meet its responsibilities as depositary of the Woodford Equity Income Fund (WEIF). What happened Mr C invested just under £35,000 in the WEIF via his stocks and shares ISA, between October 2014 and... (7 pages)View decision -
Decision Reference DRN-5636725
19 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5636725 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Tandem Motor Finance Limited. What happened Around October 2023 Mr B acquired a used car under a hire purchase agreement with Tandem. The car is listed with a cash price of £15,99... (4 pages)View decision -
Decision Reference DRN-5604347
19 Jun 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5604347 The complaint Mr L complains that Tesco Personal Finance Limited (‘TPF’), has treated him unfairly in relation to a transaction on his credit card which went towards the purchase of a used car. What happened On 18 February 2024, Mr L's wife, Mrs L, purchased a used car ... (4 pages)View decision -
Decision Reference DRN-4942901
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4942901 The complaint Ms G complains that Wise Payments Limited didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (7 pages)View decision -
Decision Reference DRN-5388756
19 Jun 2025 Blantyre Credit Union Limited UpheldConsumer CreditDRN-5388756 The complaint Mr H complains Blantyre Credit Union Limited didn’t tell him when there was a transfer of engagement involving his previous credit union. He’s also unhappy he received letters saying he was in arrears despite making his repayments, and that his loans were added... (2 pages)View decision
