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 171073 results
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Decision Reference DRN-5752663
13 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5752663 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding again... (7 pages)View decision -
Decision Reference DRN-5551802
13 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5551802 The complaint Mr K complains on behalf of his limited company, which I will call L. Briefly, he says: • Lloyds Bank Plc refused to allow him to transfer his company’s Bounce Back Loan (BBL) to his personal account. • Lloyds did not allow him to set up direct debits from hi... (6 pages)View decision -
Decision Reference DRN-5536275
13 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5536275 The complaint Mr W complains Santander UK Plc (Santander) acted irresponsibly by agreeing to a credit card account which he said was unaffordable. In bringing his complaint Mr W is represented by a third party. For ease of reading I will only refer to Mr W in my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5752785
13 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5752785 The complaint Mr S complains he was mis-sold a hire purchase agreement he entered with Startline Motor Finance Limited to finance a used car. He also complains the car wasn’t of satisfactory quality. What happened In January 2024 Mr S acquired a used car financed through a h... (4 pages)View decision -
Decision Reference DRN-5371336
13 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5371336 The complaint Mr D complains that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a hire purchase agreement with CA. The cash price of... (5 pages)View decision -
Decision Reference DRN-5528952
13 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5528952 The complaint Mr B has complained about a personal loan Monzo Bank Limited (“Monzo”) provided to him. He’s said that the loan was unaffordable for him and so it should never have been provided in the first place. What happened Monzo provided Mr B with the loan in October 20... (3 pages)View decision -
Decision Reference DRN-5490982
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5490982 The complaint Ms M says Oodle Financial Services Limited (‘Oodle’) irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a car. She says that the creditworthiness and ... (4 pages)View decision -
Decision Reference DRN-5705517
13 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5705517 The complaint X complains that Oodle Financial Services Limited agreed a payment plan for their arrears but then terminated their hire purchase agreement unfairly. What happened X acquired a car financed through a hire purchase agreement they signed on 6 March 2023 with Oodl... (4 pages)View decision -
Decision Reference DRN-5752586
13 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5752586 The complaint Mr S is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel job scam. After responding to an advert on social media, he was contac... (5 pages)View decision -
Decision Reference DRN-5606667
13 Aug 2025 LEASYS UK LTD Not upheldConsumer CreditDRN-5606667 The complaint Mr M complains that LEASYS UK LTD (‘Leasys’) were unreasonable to make a missing service charge when he returned a car, he had been hiring through an agreement with them. What happened The detailed background to this complaint is well known to both parties. So,... (2 pages)View decision
