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 4269 results
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Decision Reference DRN3654838
14 Sep 2020 Oodle Financial Services Limited UpheldBanking and creditMrs W complains that Oodle Financial Services Limited (trading as Oodle Car Finance) has provided a car through a hire purchase agreement that wasn’t of satisfactory quality. She complains Oodle hasn’t carried out repairs or allowed them to reject the car. background Mrs W entered into the... (4 pages)View decision -
Decision Reference DRN-3308347
28 Feb 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3308347 The complaint Mr C complains that Mercedes-Benz Financial Services UK Limited (MBFS) charged him for additional usage after the term of his car finance agreement had come to an end. What happened Mr C had a hire purchase agreement for a car which ended on 31 May 2019. On 30 May... (4 pages)View decision -
Decision Reference DRN-3502365
11 Jul 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3502365 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in April 2022 in which I described what had happened as... (5 pages)View decision -
Decision Reference DRN-5067741
10 Oct 2024 One Insurance Limited Not upheldInsuranceDRN-5067741 The complaint Miss M and Mr N complain that One Insurance Limited (One Insurance) unfairly avoided Miss M’s motor insurance policy (treated it like it never existed) and refused to pay her claim after her car was stolen. References to Miss M or Mr N, will include the other.... (4 pages)View decision -
Decision Reference DRN-4720850
13 Sep 2024 Santander UK Plc Not upheldConsumer CreditDRN-4720850 The complaint Mr M, who is represented by a professional representative (“PR”) complains that Santander UK PLC rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr M made the purchase along with Miss S, but as the deposit was made by him using his credit card a... (5 pages)View decision -
Decision Reference DRN1002838
7 Mar 2019 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mr L has complained about the way Southern Rock Insurance Company Limited dealt with a claim he made on his motor insurance policy which he says left him in a very difficult financial situation.All references to Southern Rock include its agents. background I issued a p... (4 pages)View decision -
Decision Reference DRN1013174
26 Jun 2014 Billing Finance Ltd UpheldBanking and creditMr and Mrs G complain about a car that was supplied to them through a hire purchase agreement with Billing Finance Ltd (Billing Finance). They say that the car has a much higher mileage than advertised and that they wouldn’t have agreed to take the car had they known its true mile... (5 pages)View decision -
Decision Reference DRN-3425589
9 May 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3425589 The complaint Mr B complains that MotoNovo Finance Limited unfairly applied a charge when he returned a vehicle to it which he’d acquired by way of a hire purchase agreement (HP agreement). What happened Mr B acquired a three year old car by way of a HP agreement from MotoNovo.... (4 pages)View decision -
Decision Reference DRN7666333
12 Jun 2020 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMrs N complains that Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (“Seat”) unfairly terminated a hire purchase agreement for a car. background In February 2017 Mrs N entered into a four year hire purchase agreement with Seat for a new car. Payments were to ... (4 pages)View decision -
Decision Reference DRN-2447401
14 Apr 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2447401 The complaint Mr A complains that Santander UK Plc blocked his bank account. And took too long to release his funds to him. He says this caused him trouble and upset and he wants the bank to pay him compensation. What happened On 28 February 2019, a faster payment of £7,500 was... (4 pages)View decision
