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 163568 results
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Decision Reference DRN-5335469
18 Mar 2025 more 2 life Ltd UpheldMortgagesDRN-5335469 The complaint Mr and Mrs H complain that more 2 life Ltd withdrew an offer for a lifetime mortgage and re-issued it at a much higher interest rate. They say that this means they’ll pay up to £400,000 extra interest over the term if they take a mortgage at rates available now... (24 pages)View decision -
Decision Reference DRN-5406561
18 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5406561 The complaint Mrs A complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complai... (8 pages)View decision -
Decision Reference DRN-5355345
18 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5355345 The complaint Mr M complains about the level of service he received from Capital One (Europe) plc. What happened Across September and October 2024, Mr M encountered some issues with Capital One. In summary, Mr M was unhappy he was provided wrong information; that a call was... (2 pages)View decision -
Decision Reference DRN-5361260
18 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5361260 The complaint Mr S has complained about how HSBC UK Bank Plc dealt with a claim in relation to goods and services he’d part paid for on his credit card. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything aga... (7 pages)View decision -
Decision Reference DRN-5213727
18 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5213727 The complaint Mrs B complains that Black Horse Limited has acted unfairly in respect of an electric car she acquired via a hire purchase agreement with it. What happened In 2017 Mrs B entered into a reservation agreement for an electric car with the manufacturer and paid £10... (3 pages)View decision -
Decision Reference DRN-5389063
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5389063 The complaint Mr K complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5307119
18 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5307119 The complaint Mr P complains that Tesco Personal Finance Limited trading as Tesco Bank stopped sending him statements by post without telling him. What happened Mr P has a Tesco credit card. In late 2024, he complained to Tesco that because it stopped sending him monthly sta... (3 pages)View decision -
Decision Reference DRN-5359935
18 Mar 2025 Motorpoint Limited Not upheldConsumer CreditDRN-5359935 The complaint Mr T complains Motorpoint Limited mis-sold him a Hire Purchase Agreement. What happened In August 2023, Mr T acquired a car via a Hire Purchase Agreement, with the finance arranged by Motorpoint. In January 2024, Mr T raised concerns Motorpoint mis-sold the a... (2 pages)View decision -
Decision Reference DRN-5327823
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5327823 The complaint Mr T complains that Santander UK Plc hasn’t honoured its commitment under the Santander Boosts service and wishes them to do so. What happened Mr T holds a current account with Santander and has used its Boosts service. In May 2024 Mr T wished to buy a new lapt... (3 pages)View decision -
Decision Reference DRN-5361409
18 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5361409 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr W is represented by a third party but for ease of reference I have referred to Mr W throug... (3 pages)View decision
