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-5893886
20 Oct 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5893886 The complaint Mr A, who is represented by a third party, complains that Go Car Credit Limited (“Go Car Credit”) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In February 2019 Mr A acquired a used car financed by a hire purcha... (3 pages)View decision -
Decision Reference DRN-5633816
20 Oct 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5633816 The complaint Miss F, through her representative, complains about STARTLINE MOTOR FINANCE LIMITED and that it approved a finance agreement for her to purchase a vehicle which she could not afford. What happened In November 2021, Miss F wanted to buy a car costing £24,999. Mi... (3 pages)View decision -
Decision Reference DRN-5619164
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5619164 The complaint Mrs M complains Santander UK Plc (Santander) won’t refund transactions made from her account which were not authorised. Mrs M is represented in this complaint by her son and daughter-in-law. Mr and Mrs M1. What happened On 18 February 2019, Mrs M appointed her... (4 pages)View decision -
Decision Reference DRN-5693784
20 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5693784 The complaint Mr H complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his claim. What happened In, or around, September 2023, Mr H purchased a carpet from a retailer I’ll refer to as ‘T’. T is no longer trading. Mr H ra... (2 pages)View decision -
Decision Reference DRN-5808133
20 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5808133 The complaint M, a limited company, complains about HSBC UK Bank Plc’s decision to decline their account application. M is represented by Miss H, a director. What happened In January 2025 Miss H submitted an application for M to open an account with HSBC. But after reviewi... (2 pages)View decision -
Decision Reference DRN-5806334
20 Oct 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5806334 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with MI Vehicle Finance Limited (‘MI’) was of an unsatisfactory quality. What happened In August 2023, Mr M was supplied with a used car through a hire purchase agreement with MI. He pa... (4 pages)View decision -
Decision Reference DRN-5858950
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5858950 The complaint Mr Z complains how National Westminster Bank Plc (NatWest) processed an ISA transfer he requested. As a result, Mr Z has suffered stress, lost time, and inconvenience. What happened The circumstances that led to the complaint are well known by both parties, so... (3 pages)View decision -
Decision Reference DRN-5857224
20 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5857224 The complaint Ms B is unhappy that a debt she owed under a credit card facility provided by Capital One (Europe) plc (‘Capital One’) was sold to a third-party debt collection agency (‘DCA’). What happened Ms B opened a credit card account with Capital One in June 2016. In Ma... (2 pages)View decision -
Decision Reference DRN-5871473
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5871473 The complaint Mr S complains that National Westminster Bank Plc (NatWest) failed to properly check whether he could sustain a loan when they lent to him. What happened In November 2021 Mr S entered into a personal loan agreement with NatWest for £10,000. The purpose of the l... (3 pages)View decision -
Decision Reference DRN-5884483
20 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5884483 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed the money he lost to what he believes was an investment scam. He’s represented in this complaint. For simplicity, I’ll refer to Mr B throughout this decision. What happened The bac... (5 pages)View decision
