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 4777 results
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Decision Reference DRN-5205655
26 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5205655 The complaint Mrs V has complained about the quality of a car provided on finance by Go Car Credit Limited (GCCL). What happened GCCL supplied Mrs V with a used car on a hire purchase agreement in December 2023. The cash price of the car was around £11,600 and it had covere... (4 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-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-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 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-4018837
27 Mar 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4018837 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited (RSA) and the decision to cancel his motor insurance policy. What happened On 4 August 2022, Mr C took out a motor insurance policy underwritten by RSA. This policy was reviewed by RSA and in mid-Sept... (3 pages)View decision -
Decision Reference DRN-3515676
2 Aug 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3515676 The complaint Mrs G is unhappy because Barclays Bank UK PLC (Barclays) didn’t reimburse all the money she lost in a scam. What happened The payments in this case were made from Mrs G’s account but she has explained that her husband, who I’ll refer to as Mr V, was the one who sp... (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