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 392389 results
-
Decision Reference DRN-6003646
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6003646 The complaint Mr C complains that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mr C was the member of a timeshare provider (th... (2 pages)View decision -
Decision Reference DRN-5951586
8 Dec 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5951586 The complaint Mr V is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services have put things right following problems with the quality of a car financed using a hire purchase agreement. What happened In July 2021, Mr V entered into a h... (3 pages)View decision -
Decision Reference DRN-5995797
8 Dec 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5995797 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) contacted him about a debt when they shouldn’t have as it was statute barred. What happened Mr M’s complaint centres around an account that the original lender defaulted on 5 December 2006 and sold t... (3 pages)View decision -
Decision Reference DRN-5982496
8 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5982496 The complaint Mr B complains that Lloyds Bank PLC has declined to reimburse payments he made as part of an investment scam. What happened Mr B made an enquiry with a company after seeing an advert online and was called by a representative he now believes was a scammer. Mr B ... (3 pages)View decision -
Decision Reference DRN-6004474
8 Dec 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-6004474 The complaint Mr T complains that Financial & Legal Insurance Company Ltd (“Financial & Legal) unfairly declined a claim he made on his motor warranty policy. What happened Mr T held a motor warranty policy with Financial & Legal for his vehicle. He notified the... (4 pages)View decision -
Decision Reference DRN-5912017
8 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5912017 The complaint Mr E complains that Santander UK Plc failed to make sure a payment to his credit card went through. What happened Mr E has a credit card with Santander and a current account with another bank I’ll call M. Mr E logged into his Santander banking app to make a pay... (2 pages)View decision -
Decision Reference DRN-5831837
8 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5831837 The complaint Mr F is unhappy with the quality of a car financed using a hire purchase agreement from Black Horse Limited. What happened In July 2024 Mr F entered into a hire purchase agreement for a used car. The car was around nine years old and had been driven for 84,444 ... (3 pages)View decision -
Decision Reference DRN-5868921
8 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5868921 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In February 2024, Mr A was supplied with a used car through a hire purchase agreement with CAF. He pa... (4 pages)View decision -
Decision Reference DRN-5998906
8 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5998906 The complaint Mr T complains that Wise Payments Limited won’t refund a payment that happened after he was tricked by a scam. What happened In summary, Mr T was tricked by a scam connected to an online marketplace that allowed a card payment to go through to a money remittanc... (3 pages)View decision -
Decision Reference DRN-6004401
8 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6004401 The complaint Mrs H and Mr H complain about how Ageas Insurance Limited (“Ageas”) handled an insurance claim they made under their property insurance policy. Mr H has acted as the main representative during the claim and complaint process. So, for ease of reference, I will ... (7 pages)View decision