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-5214171
7 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5214171 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in June and July 2023 he... (6 pages)View decision -
Decision Reference DRN-5492479
7 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5492479 The complaint Mr L is unhappy that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In November 2022 Mr L was supplied with a new car through a conditional sale agreement wit... (5 pages)View decision -
Decision Reference DRN-5487960
7 Jul 2025 Newcastle Building Society UpheldMortgagesDRN-5487960 The complaint Mr E complains that Newcastle Building Society (“NBS”) wouldn’t give him information on how much it would cost to pay off his mortgage, some months in advance. And he said that NBS was sending letters to the other joint mortgage holder, but at his address. What... (4 pages)View decision -
Decision Reference DRN-5502532
7 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5502532 The complaint Mr M complains about the repayment of a loan agreement he has with Telefonica UK Limited trading as O2. What happened In January 2023, Mr M took out a loan with Telefonica to pay for a brand new mobile telephone handset. Under the agreement, Mr M was required t... (3 pages)View decision -
Decision Reference DRN-5665640
7 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5665640 Complaint Mr G complains that CA Auto Finance UK Ltd (then trading as “FCA Automotive” Services UK Ltd) unfairly entered into a hire-purchase agreement with him. He’s said the monthly payments were unaffordable and he struggled to meet them which pushed him into unmanageable... (4 pages)View decision -
Decision Reference DRN-5662977
7 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5662977 The complaint Mr S has complained about his car insurer, Tesco Underwriting Limited. He feels its garage delayed repairs and that it was unfair for him to have to use a small courtesy car. He also thinks the garage damaged his car. What happened Mr S’s car was stolen in Apr... (3 pages)View decision -
Decision Reference DRN-5573377
7 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5573377 The complaint Miss F complains that Santander UK Plc delayed in releasing money to her which had been paid into a closed account. What happened Miss F is currently subject to an Individual Voluntary Arrangement (IVA). On 27 December 2024 a payment to Miss F from the DWP for ... (2 pages)View decision -
Decision Reference DRN-5498467
7 Jul 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5498467 The complaint T, a company, has complained about its property insurer The New India Assurance Company Limited (NIA) which has avoided T’s policy (treated it as though it never existed) and, by association, declined its claim. What happened T was notified in November 2023 th... (2 pages)View decision -
Decision Reference DRN-5355390
7 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5355390 The complaint Mr R complains that the car he acquired through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr R entered a hire purchase agreement in June 2023 to acquire a used car... (4 pages)View decision -
Decision Reference DRN-5501648
7 Jul 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5501648 The complaint Mr D complains that Everyday Lending Limited lent to him without carrying out sufficient affordability checks on the additional £1,000 over and above the £5,000 he’d applied for. What happened Mr D took one loan and here is a brief table showing some details. A... (6 pages)View decision
