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 170994 results
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Decision Reference DRN-5651302
27 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5651302 The complaint Mr B complains about a car supplied under a Personal Contract Purchase (‘PCP’) agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). Mr B has been represented on this complaint, but to keep things simple I will only refer to Mr B in the decision. What happene... (4 pages)View decision -
Decision Reference DRN-5726679
27 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5726679 The complaint Mr L complains that Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Audi Financial Services, shouldn’t have paid a parking fine that was due on a car he was leasing through them. What happened Mr L took receipt of a car in September 2022. He fin... (2 pages)View decision -
Decision Reference DRN-5545816
27 Aug 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5545816 The complaint Mr K complains through a representative that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr K’s borrowing can be found below. loan number loa... (4 pages)View decision -
Decision Reference DRN-5660600
27 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5660600 The complaint Miss V complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Miss V says Vanquis approved a credit card account for her in September 2019 with a credit limit of £... (3 pages)View decision -
Decision Reference DRN-5620328
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5620328 The complaint Ms S complains, with her husband as representative, that National Westminster Bank PLC unfairly refused to pay her its £150 ‘Switcher Offer’ after she moved her account to the bank. What happened Ms S applied to switch her current account to a NatWest Reward A... (3 pages)View decision -
Decision Reference DRN-5243723
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243723 The complaint Mr W complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr W referred his complaint to this service with the help of a professional representative. However, for eas... (3 pages)View decision -
Decision Reference DRN-5726984
27 Aug 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5726984 The complaint Mr A complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Stellantis”) lent to him without carrying out sufficient checks into his finances. Had better checks been made Stellantis would’ve discovered he had poor credit history a... (4 pages)View decision -
Decision Reference DRN-5588337
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5588337 The complaint Mr P complains that a motorbike that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happ... (3 pages)View decision -
Decision Reference DRN-5170019
27 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5170019 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money he says he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr K has explained... (3 pages)View decision -
Decision Reference DRN-5504848
27 Aug 2025 Western Circle Ltd UpheldConsumer CreditDRN-5504848 The complaint Mrs R, through her representative, complains that Western Circle Ltd trading as Cashfloat lent to her when she could not afford it. What happened Mrs R took one loan of £600 from Western Circle in February 2022. There were to be four instalment repayments of ju... (3 pages)View decision
