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 123656 results
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Decision Reference DRN-5666926
8 Jul 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5666926 The complaint Miss D complains that Inclusive Finance Limited trading as Creditspring (‘Creditspring’) didn’t process her direct debit correctly which caused her distress and inconvenience. Miss D would like Creditspring to increase their offer of compensation. What happened... (2 pages)View decision -
Decision Reference DRN-5678469
8 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5678469 The complaint Mr K complains Telefonica UK Limited trading as O2 supplied him with an altered mobile phone device through a fixed sum loan agreement. What happened In September 2023, Mr K acquired a mobile phone through a fixed sum loan agreement with O2. The total amount o... (3 pages)View decision -
Decision Reference DRN-5242239
8 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5242239 The complaint Mr K complains about a car he leased with Stellantis Financial Services UK Limited trading as Free2Move Lease (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (3 pages)View decision -
Decision Reference DRN-5677382
8 Jul 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5677382 The complaint Miss S is unhappy that Specialist Motor Finance Limited (“SMF”) didn’t reimburse the costs she incurred as a result of her car being of unsatisfactory quality. When I refer to what Miss S and what SMF have said, it should also be taken to include things said o... (4 pages)View decision -
Decision Reference DRN-5320767
8 Jul 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5320767 The complaint Mrs G is unhappy that a car supplied to her under a hire agreement with Volvo Car UK Limited didn’t have the service plan she requested. What happened On 3 June 2023, Mrs G ordered a new car which was to be supplied through a hire agreement with Volvo. Mrs G s... (3 pages)View decision -
Decision Reference DRN-5279082
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5279082 The complaint Mr and Ms J complain that HSBC UK Bank Plc hasn’t reimbursed losses suffered as a result of a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. Mr and Ms J were introduced to a busines... (5 pages)View decision -
Decision Reference DRN-5655856
8 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5655856 The complaint Miss J and Mr J complain about the service and suitability of courtesy car supplied by esure Insurance Limited (“esure”) during a claim under their car insurance policy. When I mention esure I also mean its approved repairers and suppliers. The complaint is mad... (3 pages)View decision -
Decision Reference DRN-5669140
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5669140 The complaint Ms B complains HSBC UK Bank Plc declined a transfer she needed to make to complete on a property. What happened On 26 April 2024 Ms B called HSBC in order to transfer just over £70,000 to an account belonging to a firm of solicitors who were helping with the pu... (3 pages)View decision -
Decision Reference DRN-5484803
8 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5484803 The complaint The estate of Ms S complains that National Savings and Investments (NS&I) caused a delay in the settlement of the estate and communicated poorly. What happened Mr S, an executor, called NS&I about Ms S’s passing in April 2023. He said NS&I advised ... (3 pages)View decision -
Decision Reference DRN-5669148
8 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5669148 The complaint Miss R, who is represented by her father, complains Barclays Bank UK PLC said she had to attend an appointment during school hours in order to open an account and that it asked her questions she didn’t understand given her age. What happened Miss R’s father has... (3 pages)View decision
