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 1466 results
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Decision Reference DRN-4655466
11 Apr 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4655466 The complaint Mr B complains about the way Zurich Assurance Ltd has handled a claim he made on a group income protection insurance policy. Mr B is represented by Ms M. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (4 pages)View decision -
Decision Reference DRN-3459541
23 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3459541 The complaint Mr S has complained about the support he received from Volkswagen Financial Services (UK) Limited (VWFS) when he was in financial hardship. When I refer to what Mr S and VWFS have said it should also be taken to include things said on their behalf. What happened I... (4 pages)View decision -
Decision Reference DRN-2836379
28 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2836379 The complaint Mr B complains that Barclays Bank UK Plc (Barclays) sent him a new credit card after he’d informed it about his gambling problems. What happened I’ve already issued a provisional decision on this case, setting out the background and what I was minded to conclude: ... (5 pages)View decision -
Decision Reference DRN-1697221
18 Dec 2020 Bank of Scotland Plc Not upheldMortgagesDRN-1697221 The complaint Mr C complained that Bank of Scotland plc, trading as Halifax, didn’t treat him fairly when it possessed his property. The property was sold in possession but there was a balance outstanding. Mr C wants Halifax to write off this debt. What happened Mr C said he lo... (4 pages)View decision -
Decision Reference DRN-5319283
9 May 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5319283 The complaint Ms D complains that Volvo Car Financial Services UK Limited (“Volvo”) didn’t support her fairly when she needed support making payments on her car finance agreement. What happened Ms D entered into a conditional sale finance agreement in January 2023 for a new ... (4 pages)View decision -
Decision Reference DRN-2541674
26 Jan 2021 Loans 2 Go Limited Not upheldConsumer CreditDRN-2541674 The complaint Ms R complains that Loans 2 Go Limited has treated her unfairly when she has been experiencing financial difficulties and is unable to repay a loan secured on her vehicle. What happened I issued a provisional decision on this complaint in November 2020. Both parti... (4 pages)View decision -
Decision Reference DRN-4584595
8 May 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4584595 The complaint Miss D complains that Madison CF UK Limited, trading as 118 118 Money (“Madison”), lent to her irresponsibly. What happened Miss D borrowed from Madison twice and the brief loan table gives details. I’ve rounded the figures for ease of reading. Loan Approved Amoun... (5 pages)View decision -
Decision Reference DRN-5450799
8 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5450799 The complaint and what happened Mr W complains that HSBC UK Bank Plc, trading as first direct, lent to him irresponsibly via an overdraft over an extended period of time. He would like all the fees and charges associated with the overdraft refunded. I’ve included relevant s... (4 pages)View decision -
Decision Reference DRN-6023651
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6023651 The complaint Mrs S complains that NewDay Ltd trading as Pulse (“NewDay”) irresponsibly provided her with a credit card and subsequent credit limit increases she couldn’t afford. For ease of reference, I’ve referred to Mrs S when referring to both her and her representative... (5 pages)View decision -
Decision Reference DRN-4133240
8 Jun 2023 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4133240 The complaint Mr M has complained about the way Santander Consumer (UK) plc T/A Volvo Car Financial Services (SCUK) dealt with a car he acquired under a conditional sale agreement with it. What happened Mr M acquired a car under a four-year conditional sale agreement with SCUK ... (4 pages)View decision