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 383541 results
-
Decision Reference DRN-5223813
3 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5223813 The complaint Mr F complains about the quality of a used car he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’). Mr F says the car wasn’t fit for purpose as it has a problem with the engi... (4 pages)View decision -
Decision Reference DRN-5499202
3 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5499202 The complaint With the help of a professional representative (PR), Mr F complains that Moneybarn No.1 Limited lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr F. What happened In March 2018, Mr F applied for finance from Moneybarn... (4 pages)View decision -
Decision Reference DRN-5450121
3 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5450121 The complaint Mr B complains Capital One (Europe) plc (Capital One) failed to carry out reasonable financial checks before it approved a credit card facility for him. What happened Mr B says he was approved for a credit card by Capital One with a credit limit of £750 in July... (2 pages)View decision -
Decision Reference DRN-5487976
3 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5487976 The complaint Mrs K is unhappy that Admiral Insurance (Gibraltar) Limited misinformed her about her ability to add another vehicle to her motor insurance policy after a claim. And provided incorrect information in relation to the deduction of outstanding premiums. What happ... (2 pages)View decision -
Decision Reference DRN-5560336
3 Jul 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5560336 The complaint Mr N complains about the way SCOTTISH WIDOWS LIMITED (SWL) has handled the maturity of his investment policy. He says errors were made and his queries weren’t handled properly. What happened In 1981, Mr N took out a With Profits Life Assurance Policy with SWL.... (3 pages)View decision -
Decision Reference DRN-5370413
3 Jul 2025 Santander UK Plc Not upheldConsumer CreditDRN-5370413 The complaint Mrs S complains that Santander UK PLC lent to her irresponsibly. What happened In January 2017, Mrs S applied for and received, a loan from Santander. It was agreed on the following terms: Date Amount Term Monthly Repayment Total repayable 6 January 2017 £1,50... (4 pages)View decision -
Decision Reference DRN-5665690
3 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665690 The complaint Miss W complains Santander UK Plc did not provide her with proper support and safeguarding as a vulnerable consumer in relation to her current account and overdraft with them. What happened I issued my provisional findings to both parties setting out why I did... (6 pages)View decision -
Decision Reference DRN-5632705
3 Jul 2025 Fairscore Ltd UpheldConsumer CreditDRN-5632705 The complaint Mr H complains Fairscore Ltd, trading as Updraft (“Updraft”), failed to carry out a proportionate affordability assessment before it lent to him. Mr H has also complained about the service he received when he tried to set up repayment arrangements with Updraft.... (4 pages)View decision -
Decision Reference DRN-5621056
3 Jul 2025 Gain Credit LLC UpheldConsumer CreditDRN-5621056 The complaint Miss M complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. What happened A summary of Miss M’s borrowing can be found below. loan number loan... (4 pages)View decision -
Decision Reference DRN-5487754
3 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5487754 Complaint Mr H complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In January 2023, Moneybarn... (3 pages)View decision
