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
-
Decision Reference DRN-5384225
29 Jul 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5384225 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly as she could not afford to repay them. What happened Miss M took two loans and the table gives a summary of her lending. Loan Approved A... (4 pages)View decision -
Decision Reference DRN-5695936
29 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5695936 The complaint Ms L complains that Santander UK Plc (Santander) incorrectly allocated payments to her credit card and provided poor customer service. What happened In October 2024 Ms L took out a credit card with Santander. There would be 0% interest for three months and 0% i... (2 pages)View decision -
Decision Reference DRN-5646631
29 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5646631 The complaint Mr S has complained about the way his motor insurer, Tesco Underwriting Limited (‘Tesco’) dealt with a claim he made on his policy. Tesco is the underwriter of this policy i.e., the insurer. During the claim Mr S also dealt with other businesses who act as Tes... (5 pages)View decision -
Decision Reference DRN-5721645
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5721645 The complaint Ms S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank blocked her card when she was trying to pay for shopping. And that it failed to provide a response to her complaint. What happened In December 2024, Ms S tried to use he... (3 pages)View decision -
Decision Reference DRN-5295124
29 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5295124 The complaint Miss I complains about the quality of a car she acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS). When I refer to what Miss I and/or AFS said or did, it should also be taken to in... (5 pages)View decision -
Decision Reference DRN-5721190
29 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5721190 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened In July 2024, Mrs W was supplied with a used car through a hire purchase agreement with Oodle. The... (6 pages)View decision -
Decision Reference DRN-5639547
29 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5639547 The complaint Mr and Mrs M complain about how Inter Partner Assistance SA (“IPA”) handled a claim they made on their home emergency insurance policy. IPA is the underwriter of this policy, meaning they are the insurer. This complaint partly involves the actions of its agent... (3 pages)View decision -
Decision Reference DRN-5239942
29 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5239942 The complaint Mr R complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr R says that the car developed faults very soon after he acquired it and he would like it repaired. What happened Mr R... (4 pages)View decision -
Decision Reference DRN-5446092
29 Jul 2025 Fluent Mortgages Limited UpheldMortgagesDRN-5446092 The complaint Mr and Mrs H complain that when Fluent Mortgages Limited trading as Fluent Money arranged them a mortgage, the amount it arranged wasn’t enough, leaving them with a shortfall. What happened Mr and Mrs H consulted Fluent Money about re-mortgaging their existing ... (5 pages)View decision -
Decision Reference DRN-5718738
29 Jul 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5718738 The complaint T complains PayrNet Limited (ANNA Money) is treating it unfairly in requesting a selfie to verify payments. T would like this requirement to be removed from the account. Note Whilst this is T’s complaint, I will refer to Mr B who is its director and has been de... (4 pages)View decision
