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-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 -
Decision Reference DRN-5722128
22 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5722128 The complaint Mrs O complains that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (BMF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision... (5 pages)View decision -
Decision Reference DRN-5772247
22 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5772247 The complaint Miss H complains Shawbrook Bank Limited (“Shawbrook”) treated her unfairly by continuing to pursue her for payments on a loan used to finance a timeshare purchase, after the timeshare contract was declared null and void by the courts in Spain. What happened I i... (5 pages)View decision
