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 124111 results
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Decision Reference DRN-5748768
8 Sep 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5748768 The complaint Mr S complains because Zurich Insurance Company Ltd (‘Zurich’) has only partially settled his travel insurance claim. All references to Zurich include the agents appointed to handle claims on its behalf. What happened Mr S is insured under a travel insurance po... (3 pages)View decision -
Decision Reference DRN-5663878
8 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5663878 The complaint Mr and Mrs M complain that Santander UK Plc is seeking to repossess the property Mrs M lives in because of mortgage arrears. What happened Mr and Mrs M have a mortgage with Santander. Mr and Mrs M have separated and Mrs M lives in the property, but it remains a... (3 pages)View decision -
Decision Reference DRN-5743199
8 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5743199 The complaint Mr W complains that Capital One (Europe) plc (‘Capital One’) didn’t discharge the debt on his credit card account following the completion of his Debt Relief Order (‘DRO’) in September 2024, and this has shown negatively on his credit file. Mr W is also unhapp... (3 pages)View decision -
Decision Reference DRN-5802401
8 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5802401 The complaint Mr T complains that J.P. Morgan Europe Limited, trading as Chase, unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mr T held an a... (5 pages)View decision -
Decision Reference DRN-5655527
8 Sep 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5655527 The complaint Mr A complains PayrNet Limited has recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A found out PayrNet had recorded a misuse of facility (fraud) marker a... (2 pages)View decision -
Decision Reference DRN-5802491
8 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5802491 The complaint Mrs H complains that Capital One (Europe) plc trading as Capital One irresponsibly lent to her. What happened Mrs H was approved for a Capital One credit card in February 2015 with a £1,000 credit limit. Capital One increased the credit limit to £1,750 in July ... (5 pages)View decision -
Decision Reference DRN-5652486
8 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5652486 The complaint Mr M complains that Santander UK plc wouldn’t allow him to port his mortgage to a new property and wouldn’t refund the early repayment charge (ERC) he had to pay. What happened Mr M took out a mortgage with Santander in 2021 on a two-year fixed interest rate. I... (3 pages)View decision -
Decision Reference DRN-5587755
8 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5587755 The complaint Mr H complains that the van he acquired financed through a hire purchase agreement with CA AUTO FINANCE UK LTD (“CAF”) wasn’t of satisfactory quality. What happened In April 2024 Mr H acquired a used van (distance sale) financed through a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5465135
8 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5465135 The complaint Miss K complains that the car she acquired financed through a hire purchase agreement with Black Horse Limited, trading as Black Horse, wasn’t of satisfactory quality. What happened In February 2024 Miss K acquired a used car financed through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5793921
8 Sep 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5793921 The complaint Mr N complains that the car he acquired financed through a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. What happened Mr N acquired a used car financed through a hire purchase agreement he signed with SM... (6 pages)View decision
