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 381196 results
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Decision Reference DRN-5655527
8 Sep 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5655527 The complaint Mr A complains PayrNet Limited has recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A found out PayrNet had recorded a misuse of facility (fraud) marker a... (2 pages)View decision -
Decision Reference DRN-5761098
8 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5761098 The complaint Mr M is unhappy that Liverpool Victoria Insurance Company (“LV”) refuse to take over his claim and arrange for his car to be declared a write off. What happened Mr M has comprehensive motor insurance with LV. Unfortunately, in January 2025 Mr M’s car was invo... (2 pages)View decision -
Decision Reference DRN-5802491
8 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5802491 The complaint Mrs H complains that Capital One (Europe) plc trading as Capital One irresponsibly lent to her. What happened Mrs H was approved for a Capital One credit card in February 2015 with a £1,000 credit limit. Capital One increased the credit limit to £1,750 in July ... (5 pages)View decision -
Decision Reference DRN-5768906
8 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5768906 The complaint Mr and Mrs O complain about the way that Mr O was treated by Lloyds Bank PLC following his presentation of cheques which were rejected, during a branch visit and subsequently. The complaint is made in joint names as it concerns a joint account, though for conve... (3 pages)View decision -
Decision Reference DRN-5357257
8 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5357257 The complaint Mr S complains that Starling Bank Limited won’t reimburse him, after he made payments to an individual claiming to offer spiritual services, that Mr S now believes to have been a scam. Mr S is professionally represented in bringing his complaint, but for ease o... (2 pages)View decision -
Decision Reference DRN-5652486
8 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5652486 The complaint Mr M complains that Santander UK plc wouldn’t allow him to port his mortgage to a new property and wouldn’t refund the early repayment charge (ERC) he had to pay. What happened Mr M took out a mortgage with Santander in 2021 on a two-year fixed interest rate. I... (3 pages)View decision -
Decision Reference DRN-5751338
8 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5751338 The complaint Mr Y complains that the car he acquired financed through a hire purchase agreement with Creation Consumer Finance Ltd wasn’t of satisfactory quality. What happened In May 2023 Mr Y acquired a used car financed through a hire purchase agreement with Creation. In... (3 pages)View decision -
Decision Reference DRN-5587755
8 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5587755 The complaint Mr H complains that the van he acquired financed through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CAF”) wasn’t of satisfactory quality. What happened In April 2024 Mr H acquired a used van (distance sale) financed through a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5465135
8 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5465135 The complaint Miss K complains that the car she acquired financed through a hire purchase agreement with Black Horse Limited, trading as Black Horse, wasn’t of satisfactory quality. What happened In February 2024 Miss K acquired a used car financed through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5607129
8 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5607129 The complaint Ms U complains that the vehicle she acquired financed through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CAA”) wasn’t of satisfactory quality. What happened Ms U acquired a used car financed through a hire purchase agreement with CAA she signed on ... (3 pages)View decision
