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-3223094
20 Dec 2021 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3223094 The complaint Miss M is unhappy Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (‘VWFS’) declined her request for a payment deferral when she was in financial difficulty due to COVID-19. What happened In August 2019 Miss M acquired a used car and ... (4 pages)View decision -
Decision Reference DRN5916705
8 Jan 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a regular premium mortgage payment protection (“MPPI”) policy sold in 1998, in connection with a mortgage.The policy at the time of sale provided a monthly benefit of £250 for up to 12 months in the event of a claim for accident, sickness or unemploy... (4 pages)View decision -
Decision Reference DRN-5845534
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5845534 The complaint Mrs S complains about the credit limit increases that were applied to her credit card account with NewDay Limited as she says that she has a low credit score and is struggling to pay her debts due to the interest that has been added to her account. What happene... (4 pages)View decision -
Decision Reference DRN0222388
30 Jul 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMiss N complains that Volkswagen Financial Services (UK) Limited trading as SEAT Finance has applied unfair charges after her vehicle had been repossessed. She wants the charges to be reduced or waived.background Miss N is represented in this complaint by a family member but for ease of re... (4 pages)View decision -
Decision Reference DRN-5816412
18 Sep 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5816412 The complaint Mr C complains about the way in which Go Car Credit Limited has handled his account after he fell into financial difficulties and suffered a series of mental health crises. What happened In November 2022 Mr C entered into a five-year hire purchase agreement wit... (4 pages)View decision -
Decision Reference DRN-5279746
22 Jan 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5279746 The complaint Mr K is unhappy with information he was given by Charter Court Financial Services Limited trading as Precise mortgages when he applied for a payment holiday on his mortgage. What happened Mr K contacted Precise Mortgages through their financial support team on ... (4 pages)View decision -
Decision Reference DRN-4163400
3 Jul 2023 Progressive Building Society Not upheldMortgagesDRN-4163400 The complaint This complaint is about an interest-only mortgage Mr and Mrs M hold with Progressive Building Society (PBS). Their complaint comprises two broad elements: The mortgage was unsuitable and therefore mis-sold at the outset; and Mr and Mrs M are in negative equity a... (4 pages)View decision -
Decision Reference DRN-3611959
5 Oct 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3611959 The complaint Mr S complains that Monzo Bank Ltd have unfairly registered a default on his credit file. What happened Mr S had a payment holiday on his Monzo account during the pandemic, having lost his job. He then started a new job, however, this resulted in a lower pay than ... (3 pages)View decision -
Decision Reference DRN-5817026
9 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5817026 The complaint Ms A complains MONEYBARN NO.1 LIMITED (Moneybarn) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Ms A entered into a conditional sale agreement with Moneybar... (4 pages)View decision -
Decision Reference DRN-5810522
15 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5810522 The complaint Miss H complains about Lowell Portfolio I Ltd’s actions when trying to recover debts in her name. What happened Lowell acquired six debts in Miss H’s name that were closed at default. The debts related to five mobile phone accounts and a utilities account. In... (4 pages)View decision