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 4393 results
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Decision Reference DRN-4849256
20 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4849256 The complaint Mr C complains about a car he acquired with credit provided by MotoNovo Finance Limited. What happened In August 2022 Mr C entered into a regulated hire purchase agreement with MotoNovo to finance his purchase of a used car. The car was seven years old, it had ... (2 pages)View decision -
Decision Reference DRN1872556
7 Mar 2014 OneSavings Bank Plc Not upheldBanking and creditMs E and Mr A complain that OneSavings Bank Plc (t/a Kent Reliance Building Society) (“KRBS”) acted illegally when it delegated the power of sale to receivers. Ms E and Mr A also believe that KRBS should have sold their properties sooner and in doing so would have achieved higher sales p... (3 pages)View decision -
Decision Reference DRN-4138002
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4138002 The complaint Ms M complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) delayed the transfer of her pension to another provider and she suffered financial loss as a result. She also complains about administration delays and errors. Wha... (8 pages)View decision -
Decision Reference DRN-5356559
9 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5356559 The complaint Miss S complains about the quality of a car she acquired under a hire purchase agreement with Stellantis Financial Services UK Limited (SFS). When I refer to what Miss S and SFS said or did, it should also be taken to include things said or done on their behal... (4 pages)View decision -
Decision Reference DRN-2673489
17 Mar 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2673489 The complaint Mr S is unhappy that Metro Bank PLC didn’t do more to prevent him falling victim to a scam. What happened Mr S was looking to purchase a new car and came across one he was interested in advertised online via a website. After speaking with the seller through email ... (5 pages)View decision -
Decision Reference DRN-5413865
20 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5413865 The complaint Mr W complains Volkswagen Financial Services (UK) Limited trading as Seat Financial (VWFS) unfairly terminated his car finance agreement. He also complains they didn’t support him during his time of financial difficulty What happened In May 2021, Mr W entered i... (5 pages)View decision -
Decision Reference DRN8115040
3 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMiss S has complained that Barclays Bank Plc (“Barclays”) mis-sold her an Additions Plus packaged bank account in 2009 and a ‘Tech Pack’ bundle in 2013. backgroundOne of our adjudicators has looked into Miss S’ complaint already. And our adjudicator didn’t think tha... (4 pages)View decision -
Decision Reference DRN-4107298
13 Jun 2023 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4107298 The complaint Mrs T and Mr T complain that Al Rayan Bank PLC (“Al Rayan”) failed to refund monies they lost as the result of a scam. What happened Mr T was the person principally involved with the scammers and Al Rayan, so I’ll mainly refer to him throughout the complaint. What... (8 pages)View decision -
Decision Reference DRN1120411
25 Apr 2014 Santander UK Plc Not upheldBanking and creditMr and Mrs R complain that, when they ended their mortgage with Santander UK plc, they were charged a mortgage administration fee by Santander and a further fee by their solicitor.backgroundMr and Mrs R had a mortgage with Santander. At the end of the loan, they were required by th... (3 pages)View decision -
Decision Reference DRN-5595447
3 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5595447 The complaint Mr H complains in his capacity as Director of a limited company, which I’ll refer to as “T”, about the way Watford Insurance Company Europe Limited (“Watford Insurance”) has dealt with a claim made under T’s fleet policy. Any reference to Watford Insurance in t... (5 pages)View decision
