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-3159538
14 Feb 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3159538 The complaint Mr K complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. He also complains that the car wasn’t correctly described in the dealer’s advert. Mr K’s complaint is being dealt with ... (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 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-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-5138873
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5138873 The complaint Miss D complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in an investment scam. What happened What Miss D says: Miss D was planning her forthcoming wedding and was short of money. So, she was looking to find ways of increasing her income. She... (5 pages)View decision -
Decision Reference DRN-4830576
19 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4830576 The complaint Mr R is unhappy that National Westminster Bank Plc has decided not to refund him after he raised a scam claim. What happened Mr R says he contacted a company to install a new roof at his home, I’ll refer to the company as T. Mr R says he found T advertising in a r... (4 pages)View decision -
Decision Reference DRN-2252904
16 Mar 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2252904 The complaint Mr D is unhappy that HSBC UK Bank Plc hasn’t helped him get back money he says he lost to a scam. What happened Mr D found a car for sale online and contacted the seller. He believed the car was being sold by a dealership I’ll refer to as B. He arranged to see the... (4 pages)View decision -
Decision Reference DRN-3146426
1 Apr 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3146426 The complaint Mr N has complained that Mitsubishi HC Capital UK Plc, 1 trading as Hitachi Capital Consumer Finance (“Hitachi”), rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to his purchase of some solar panels. Mr N h... (4 pages)View decision -
Decision Reference DRN-4147340
23 May 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4147340 The complaint Mr E complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire agreement ended. What happened Mr E entered into a hire agreement in September 2019. Mr E says he’s unhappy with the end of contract... (4 pages)View decision
