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-5682569
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5682569 The complaint Mr T complains that Starling Bank Limited recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In November 2021 Starli... (3 pages)View decision -
Decision Reference DRN-5658106
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5658106 The complaint Miss L complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (who I’ll call VWFS) took a balloon payment when they’d agreed not to. What happened Miss L took receipt of a used car in February 2021 and financed the deal th... (2 pages)View decision -
Decision Reference DRN-5750839
13 Aug 2025 Apfin Ltd UpheldConsumer CreditDRN-5750839 The complaint Miss M argues that APFIN LTD trading as cashasap.co.uk (referred to as “cashasap” throughout) gave her three loans she couldn’t afford to repay. What happened cashasap gave Miss M the following three instalment loans: • Loan one - £300 loan in October 2021 rep... (3 pages)View decision -
Decision Reference DRN-5734905
13 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5734905 The complaint Mr A complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality at the point of supply. He also believes it was misrepresented to him. What happened Both parties are familiar wit... (4 pages)View decision -
Decision Reference DRN-5748735
13 Aug 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5748735 The complaint Miss K complains about the service provided by Creation Consumer Finance Ltd after experiencing problems with a sofa she purchased using a fixed sum loan. Miss K is represented in bringing the complaint by her husband, for ease I’ll refer to all interactions a... (5 pages)View decision -
Decision Reference DRN-5148180
13 Aug 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-5148180 The complaint Mr N has complained that Jarvis Investment Management Limited, trading as London South East Trading (‘LSE’), allowed him to open a Contracts for Difference (‘CFDs’) trading account which wasn’t right for him. He would like his losses of £43,808 returned to him ... (5 pages)View decision -
Decision Reference DRN-5337413
13 Aug 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5337413 The complaint Mr F complains that Zilch Technology Limited (Zilch) used the wrong payment option on two purchases he made on his account. What happened Mr F holds an account with Zilch. Zilch allows for purchases to be made with repayment either in full via its Pay Now optio... (3 pages)View decision -
Decision Reference DRN-5576754
13 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5576754 The complaint Ms Y complains that esure Insurance Limited mishandled a claim on her motor insurance policy. What happened Miss Y had a vehicle that had first been registered in about 2012. For the year from 12 June 2022, Miss Y had the vehicle insured on a policy with esure... (3 pages)View decision -
Decision Reference DRN-5679551
13 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5679551 The complaint Mr D complains that Bank of Scotland plc trading as Halifax send him email notifications when he makes a payment to his credit card. He’s also unhappy with the service he received when he contacted Halifax to discuss this. What happened Mr D holds a credit card... (2 pages)View decision -
Decision Reference DRN-5727594
13 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5727594 The complaint Mr S complains that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn was of unsatisfactory quality. What happened In February 2023, Mr S was supplied with a used car through a conditional sale agreement ... (3 pages)View decision
