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 380824 results
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Decision Reference DRN-5561683
22 Aug 2025 JCT600 Limited Not upheldInsuranceDRN-5561683 The complaint Mr C complains that JCT600 Limited trading as Doncaster Audi (“JCT”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission.... (3 pages)View decision -
Decision Reference DRN-5772647
22 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5772647 The complaint Mr F1 complains Cabot Credit Management Group Limited won’t negotiate and agree a settlement figure for two debts in his name. He also says Cabot haven’t been transparent for this or given good reasons. Mr F1 is Mr F2’s son – and as I understand it has given pe... (3 pages)View decision -
Decision Reference DRN-5749218
22 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5749218 The complaint Mrs M complains that Tandem Motor Finance Limited (“TMF”) treated an overpayment she made in 2024 to her finance agreement, as part of a full settlement. This led to them taking unnecessary payments from her. Mrs M also says TMF has failed to provide an accurat... (6 pages)View decision -
Decision Reference DRN-5625387
22 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5625387 The complaint Mr E complains that Creation Consumer Finance Ltd (“Creation”) applied interest to a Buy Now Pay Later (BNPL) purchase he made using credit provided by them. What happened Mr E has a running account credit agreement with Creation. On 28 November 2023, he purcha... (3 pages)View decision -
Decision Reference DRN-5770862
22 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5770862 The complaint Mr C complains about the way NewDay Ltd handled his request for a refund. What happened In September 2024, Mr C contacted NewDay to raise a dispute for a transaction he made on his NewDay credit card in June 2024 for £779. This was for issues he experienced dur... (2 pages)View decision -
Decision Reference DRN-5427005
22 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5427005 The complaint Miss S complains that a car she acquired using a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (“LRFS”) was of unsatisfactory quality. What happened In February 2021, Miss S acquired a used car using a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5396622
22 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5396622 The complaint Mrs W complains that a car she acquired using a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”) was of unsatisfactory quality when it was supplied to her. What happened In March 2022, Mrs W acquired a used car using a hire pur... (3 pages)View decision -
Decision Reference DRN-5158403
22 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5158403 The complaint Miss W complains that her details were used fraudulently to put in place a finance agreement with Creation Consumer Finance Ltd (“Creation”). What happened On 21 February 2024, Miss W agreed to proceed with the supply of a kitchen from a company I’ll call ‘K’. ... (3 pages)View decision -
Decision Reference DRN-5594323
22 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5594323 The complaint A director of P has complained that Barclays Bank UK PLC (“Barclays”) took an unreasonable amount of time to open a business account that P had applied for. She also says that Barclays made it very difficult for her to add P’s accountant to the account. The di... (7 pages)View decision -
Decision Reference DRN-5771733
22 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5771733 The complaint Mr C complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his request for a refund. What happened Mr C’s complaint is about a claim made to Novuna under section 75 (‘section 75’) of the Consumer Credit Act 1... (2 pages)View decision
