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-4702456
27 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4702456 The complaint Mrs J complains that she and her partner were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Hitachi Capital (UK) Plc, which is now MitsubishiHC Capital UK Plc and trades as Novuna Personal Finance; for simplicity I’ll refer... (5 pages)View decision -
Decision Reference DRN6304599
28 Apr 2016 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank Plc mis-sold him a packaged bank account. He is also unhappy with the way it dealt with his complaint.backgroundMr B complained to Barclays about the sale of his packaged account. I understand that Barclays agreed to pay Mr B £50 co... (4 pages)View decision -
Decision Reference DRN-2836990
7 Jun 2021 Aviva Insurance Limited UpheldInsuranceDRN-2836990 The complaint Mr and Mrs H are complaining about the administration of their car insurance by Aviva Insurance Limited. The policy holder is Mrs H with Mr H as named driver. Mr H has been the main correspondent. What happened In December 2019, Mr H was driving his car, a Suzuki,... (5 pages)View decision -
Decision Reference DRN-5729779
1 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5729779 The complaint Mr P complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc. What happened In June 2022, Mr P got a van from a dealer. Around a year later, Mr P gave the van back to the dealer and completed the relevant paperwork w... (5 pages)View decision -
Decision Reference DRN-2424145
2 Sep 2021 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-2424145 The complaint Miss T complains about a Personal Contract Purchase (PCP) agreement provided by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’). Miss T says she was pressured into taking the finance rather than paying for the car outright and... (5 pages)View decision -
Decision Reference DRN-5025312
24 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5025312 The complaint Mr S has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMWFS). What happened BMWFS supplied Mr S with a used car on a hire purchase agreement in September 2021. The cash ... (5 pages)View decision -
Decision Reference DRN-4930079
4 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4930079 The complaint Mr R complains about AXA Insurance UK Plc (“AXA”) and the way they settled the claim he made on his motor insurance policy. Mr R also complains about the way AXA investigated and progressed this claim. What happened The claim and complaint circumstances are wel... (4 pages)View decision -
Decision Reference DRN-4652026
26 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4652026 Complaint Ms S complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were not affordable and so she shouldn’t have been accepted for it. Background In January 2022... (5 pages)View decision -
Decision Reference DRN2468275
1 Sep 2017 Nationwide Building Society Not upheldBanking and creditMr C complains that Nationwide Building Society (“Nationwide”) is responsible for a number of errors and failures both at the time and subsequent to opening his three accounts in January 2017.backgroundI issued my provisional decision on 17 July 2017. A copy of my prov... (6 pages)View decision -
Decision Reference DRN-4261059
1 Feb 2024 Share In Ltd Not upheldInvestmentsDRN-4261059 The complaint Ms C complains that an appointed representative (“AR”) of Share In Ltd (“Share In”) failed to conduct sufficient due diligence on two property development projects promoted on AR’s platform. She feels Share In should have warned her about previous failed projects ... (5 pages)View decision