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 123872 results
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Decision Reference DRN-5652813
5 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5652813 The complaint Mr B believes CA Auto Finance UK Ltd (‘CAF’) acted irresponsibly by agreeing a personal contract purchase Agreement he’d applied for. What happened In November 2022, Mr B was supplied with a new car through a personal contract purchase agreement with CAF. The ... (5 pages)View decision -
Decision Reference DRN-5690672
5 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5690672 The complaint Ms B complains that Santander UK Plc didn’t sufficiently check she could afford to repay an overdraft facility and the subsequent overdraft limit increases. In bringing her complaint Ms B is represented by a third party. For ease of reading I will only refer to... (4 pages)View decision -
Decision Reference DRN-5736889
5 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5736889 The complaint Mrs A and Mr A complain Aviva Insurance Limited unfairly declined their buildings Insurance claim. Mrs A and Mr A are being represented in their complaint by Mrs H. All references to Aviva also include its appointed agents. What happened Below is intended to be... (6 pages)View decision -
Decision Reference DRN-5667661
5 Aug 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5667661 The complaint Ms S complaints that JAJA FINANCE LTD unfairly declined her claim for a transaction made using her credit card account. What happened My provisional decision of 23 July 2025 set out the background to this complaint: “Ms S booked a transfer from her holiday acco... (4 pages)View decision -
Decision Reference DRN-5736713
5 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5736713 The complaint Mr R complained about the response he got from AXA Insurance UK Plc when he asked about the cover he had under his buildings insurance policy. What happened I issued a provisional decision on this matter earlier this month, part of which is copied below: “Mr R... (4 pages)View decision -
Decision Reference DRN-5735762
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5735762 The complaint Miss L has complained about a credit card she took out in February 2023 with NewDay Ltd trading as Marbles. She’s said the credit card was unaffordable and shouldn’t have been approved. Miss L was initially represented in bringing her complaint albeit we are no... (4 pages)View decision -
Decision Reference DRN-5696444
5 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5696444 The complaint Mr S complains that Vanquis Bank Limited defaulted his loan account without telling him. He also complains that there was a delay in Vanquis sending him a data subject access request (DSAR), and when he did receive it, it didn’t include all of the information i... (3 pages)View decision -
Decision Reference DRN-5734256
5 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5734256 The complaint Mr and Mrs I complain that Barclays Bank UK PLC sent them a range of new fixed interest rate mortgage deals to choose from for their buy to let mortgage, then when they chose one and signed for it, Barclays said it wasn’t available to them. What happened Mr and... (4 pages)View decision -
Decision Reference DRN-5735364
5 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5735364 The complaint Mrs K complains about the quality of a car supplied to her by Moneybarn No. 1 Limited (“Moneybarn”). What happened In late August 2024, Mrs K entered into a conditional sale agreement with Moneybarn for the supply of a used car. The car was around ten years old... (5 pages)View decision -
Decision Reference DRN-5624420
5 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5624420 The complaint Mr C complains about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander). When I refer to what Mr C and/or Santander said or did, it should also be taken to incl... (7 pages)View decision
