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 4563 results
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Decision Reference DRN-2322802
6 Nov 2020 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2322802 The complaint Mr C has complained that Mercedes-Benz Financial Services UK Limited (which I’ll call MBFS) charged him an additional 16 days’ hire when he didn’t return a vehicle on time. What happened In November 2015 Mr C took a car on hire purchase from MBFS. The hire purchas... (3 pages)View decision -
Decision Reference DRN-5367863
22 Aug 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5367863 The complaint Mr W complains about the increase in the road fund licence, in relation to a vehicle that he acquired through a hire agreement with Lex Autolease Ltd (LAL). What happened In September 2022 Mr W signed a hire agreement with LAL for a brand-new car that was yet t... (3 pages)View decision -
Decision Reference DRN-5170041
16 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5170041 The complaint Miss S complains that NewDay Ltd (‘NewDay’) trading as Debenhams Mastercard, applied a default unfairly because it applied it around two years after it first issued a default notice. What happened Miss S had a NewDay branded credit card. In March 2018 she told... (3 pages)View decision -
Decision Reference DRN1224094
25 Feb 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mrs L complains that she was mis-sold a monthly premium payment protection insurance (“PPI”) policy by Lloyds Bank PLC. The policy was sold in connection with a credit card in 1997. In essence, Mrs L states that she does not remember PPI ever being discussed and that it was added to he... (3 pages)View decision -
Decision Reference DRN9759938
13 Sep 2017 Conister Bank Limited UpheldBanking and creditMr M complains that the car he acquired through a hire purchase agreement (HPA) with Conister Bank Limited (the business) was not of satisfactory quality. He says that he has given the dealer the opportunity to fix the issues and this has not happened. Mr C wishes ... (3 pages)View decision -
Decision Reference DRN3429494
30 Jul 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Ms A through her father Mr B has complained about the administration of her motor policy by CIS General Insurance Limited. She found the premium advice confusing and believed that CIS cancelled her policy without notification. She also says she was given incorrect information regarding... (3 pages)View decision -
Decision Reference DRN-4806347
19 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4806347 The complaint Mr D complains that Santander UK Plc won’t reimburse him money he lost after being defrauded. What happened In 2021, Mr D was looking to have renovations carried out at his family home and posted an ad online looking for recommendations. He received the details... (3 pages)View decision -
Decision Reference DRN-5185747
31 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5185747 The complaint Mr S complains that Covea Insurance plc (“Covea”) hasn’t settled his claim following the theft of his vehicle. What happened Mr S took out a motor trade road risks policy with Covea on behalf of his business, which I’ll refer to as “A”. Another policyholder was... (3 pages)View decision -
Decision Reference DRN7393486
20 Sep 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr D complains that the car he acquired through a conditional sale agreement with Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) wasn’t of satisfactory quality. He also complains that a default has been applied to his account.backgroundMr D entered into a... (3 pages)View decision -
Decision Reference DRN4280543
19 Nov 2013 Next Retail Limited Not upheldBanking and creditMr R complains, in summary, that Next Retail Limited (“Next”) incorrectly applied a default to his credit file.backgroundMr R said that he had phoned Next in 2010 to inform it that he had changed his address. He then did not receive any statements or correspondence from Next, but he als... (3 pages)View decision
