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 158214 results
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Decision Reference DRN-5393798
14 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5393798 The complaint Mr B complains Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In March 2023, Mr B entered into a 49 month conditional sale agreement for a used car.... (5 pages)View decision -
Decision Reference DRN-5367156
14 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5367156 The complaint Mrs A complains Shop Direct Finance Company Limited trading as Very provided her with an unaffordable catalogue shopping account; and have charged unreasonable levels of interest on Buy Now Pay Later (BNPL) transactions. What happened Shop Direct provided Mrs A... (5 pages)View decision -
Decision Reference DRN-5236761
14 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5236761 Complaint Mr J has complained about the quality of a car that Black Horse Limited (“Black Horse”) supplied to him through a hire-purchase agreement. Background In May 2022, Black Horse provided Mr J with finance for a used car. The car was just over three years old and it h... (6 pages)View decision -
Decision Reference DRN-4987727
14 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4987727 The complaint Mr A complains about how Nationwide Building Society handled his dispute. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Mr A raised a claim against N... (5 pages)View decision -
Decision Reference DRN-5397312
14 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5397312 The complaint Mr J complains about the quality of a car he acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mr J has said and what Moneybarn have said, it should also be taken to include things said on their behalf. ... (4 pages)View decision -
Decision Reference DRN-5219795
14 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5219795 The complaint Miss W complains about a claim she made to Barclays Bank UK PLC (Barclays) in respect of flights she booked. What happened On 22 May 2024, Miss W booked flights to Australia through a company I’ll call F. Miss W says she called F to ensure the flights were avai... (3 pages)View decision -
Decision Reference DRN-5173444
14 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5173444 The complaint Miss S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. HFL has a third party handling the administration of this complaint. For simpli... (4 pages)View decision -
Decision Reference DRN-5373475
14 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373475 The complaint Mrs N complains that Kroo Bank Ltd (Kroo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs N received ... (3 pages)View decision -
Decision Reference DRN-5394405
14 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5394405 The complaint Mrs C’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (14 pages)View decision -
Decision Reference DRN-5369726
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369726 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of this ... (10 pages)View decision
