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-5756402
14 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5756402 The complaint Mr I complains that American Express Services Europe Limited (AESEL) has defaulted his credit card account. What happened Mr I got into financial difficulties as a result of a property he let out to a tenant. He says the tenant stopped paying rent, and they ca... (4 pages)View decision -
Decision Reference DRN-5753574
14 Aug 2025 Conister Bank Limited UpheldConsumer CreditDRN-5753574 The complaint Miss S complains that the car she acquired financed through a hire purchase agreement with Conister Bank Limited (“CBL”) wasn’t of satisfactory quality. What happened Miss S acquired a car financed through a hire purchase agreement with CBL she signed on 13 Nov... (4 pages)View decision -
Decision Reference DRN-5756367
14 Aug 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5756367 The complaint Mrs G complains that Lowell Portfolio I Ltd (Lowell) have been unfairly pursuing her for a debt that isn’t hers. Mrs G is represented on this case by her husband Mr G but for ease of reading I will only refer to Mrs G throughout, even if the action was taken by... (4 pages)View decision -
Decision Reference DRN-5607009
14 Aug 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5607009 The complaint Mr L complains that Secure Trust Bank Plc trading as Moneyway (“Moneyway”) entered into a Hire Purchase agreement with him when it was unaffordable. Mr L has brought his complaint using a professional representative but for ease I will refer to Mr L throughout... (4 pages)View decision -
Decision Reference DRN-5753930
14 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5753930 The complaint Mr M is unhappy with the way Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) dealt with a subsidence claim on his buildings insurance policy. Any reference to RSA includes its agents acting on its behalf. What happened Mr M held a b... (4 pages)View decision -
Decision Reference DRN-5727869
14 Aug 2025 Plata Finance Limited UpheldConsumer CreditDRN-5727869 The complaint Mr H complains that Plata Finance Ltd (Plata) acted irresponsibly in providing him with a personal loan because it was unaffordable for him. What happened Mr H took out a personal loan with Plata in August 2024. The loan was for £7,500. The loan term was 60 mo... (5 pages)View decision -
Decision Reference DRN-5308287
14 Aug 2025 Next Retail Limited Not upheldConsumer CreditDRN-5308287 The complaint Miss L complains that Next Retal Limited trading as Next (“Next”) recorded a late payment marker on her credit file. Miss L says she was unable to secure a mortgage as a result. What happened Miss L took out a catalogue shopping account with Next. In February 2... (3 pages)View decision -
Decision Reference DRN-5744202
14 Aug 2025 MBNA Limited UpheldBanking and PaymentsDRN-5744202 The complaint Mr W complains about a caravan he purchased using credit partially provided by MBNA Limited trading as MBNA (“MBNA”). What happened In July 2019, Mr W bought a new caravan from a supplier I’ll call ‘S’. He paid £25,695 to purchase this, £1000 of which he paid ... (6 pages)View decision -
Decision Reference DRN-5583822
14 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5583822 The complaint Mrs M complains that AXA Insurance UK Plc settled another driver’s claim against her motor insurance policy. She wants the decision reversed and her No Claims Bonus (NCB) restored. What happened Mrs M said another driver’s car rolled into her stationary car at... (2 pages)View decision -
Decision Reference DRN-5756237
14 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5756237 The complaint Mr B complains that Bank of Scotland plc trading as Halifax sent letters to an incorrect address, so his credit card account was defaulted. The debt was then sold to a debt purchaser and ultimately a County Court Judgement (CCJ) was recorded on his credit file.... (5 pages)View decision
