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 157985 results
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Decision Reference DRN-4728686
15 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4728686 The complaint Mr P complains the car supplied to him by Volkswagen Financial Services (UK) Limited (VWFS) was misrepresented – he says it doesn’t achieve the stated mileage range. What happened In June 2023, Mr P entered into a 48 month personal contract purchas... (3 pages)View decision -
Decision Reference DRN-4704752
15 Dec 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4704752 The complaint Mrs J complains RCI Financial Services Limited trading as Mobilize Financial Services (RCI) supplied her with a car that she believes wasn’t of satisfactory quality. Mrs J’s husband is the representative on this case and he is also a user of the car but as the... (6 pages)View decision -
Decision Reference DRN-4830842
14 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4830842 The complaint Mr B has complained – on behalf of himself and the estate of Mrs B - that he is unhappy with the quality of a car he and Mrs B acquired in December 2022, using a hire purchase agreement with First Response Finance Ltd (“First Response”). What happened Mr and M... (3 pages)View decision -
Decision Reference DRN-5132042
14 Dec 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5132042 The complaint Mr A has complained that he is unhappy with the quality of a car he acquired in March 2024 using a hire purchase agreement with CA Auto Finance UK Ltd (“CAAF”). He is also unhappy that CAAF did not accept his request to reject the car within the first 30 days a... (4 pages)View decision -
Decision Reference DRN-4694006
13 Dec 2024 Billing Finance Limited UpheldConsumer CreditDRN-4694006 The complaint Ms G is unhappy that a motorbike supplied to her under a hire purchase agreement with Billing Finance Limited (‘BFL’) was of an unsatisfactory quality. What happened In November 2022, Ms G was supplied with a used motorbike through a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-4926862
13 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4926862 The complaint Mr P has complained that Monzo Bank Ltd are holding him liable for a loan he says he didn’t take out. What happened This complaint surrounds a loan which was taken out in October 2022, using Mr P’s registered device. The money was paid to his bank account, then... (2 pages)View decision -
Decision Reference DRN-5210408
13 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5210408 The complaint Mr M complains National Westminster Bank Plc (NatWest) won’t refund the money he says he lost to an Authorised Push Payment (APP) scam. What happened In late 2019, Mr M was introduced to an investment opportunity with a property development company, “H”. Betwee... (4 pages)View decision -
Decision Reference DRN-5210379
13 Dec 2024 First Holiday Finance Limited Not upheldConsumer CreditDRN-5210379 The complaint Mr and Mrs M complain that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (18 pages)View decision -
Decision Reference DRN-5097471
13 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5097471 The complaint Mr K complains that Kroo Bank Ltd (Kroo) is refusing to refund him the amount he 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, Mr K said that he... (3 pages)View decision -
Decision Reference DRN-5212071
13 Dec 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-5212071 The complaint Ms R and Mr R complain that London and Country Mortgages Ltd gave them incorrect information about whether an early repayment charge (ERC) would apply when they moved home. They say they are about £6,000 out of pocket and this was an extremely stressful experie... (3 pages)View decision
