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 4790 results
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Decision Reference DRN-3026019
26 Apr 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3026019 The complaint Mr A complains that Clydesdale Bank Plc (trading as Yorkshire Bank) unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (“CCA”) relating to a holiday product he purchased in 2016. What happened In 2016, a Spanish company (“Company A”) sold... (6 pages)View decision -
Decision Reference DRN-3947268
17 Feb 2023 Tandem Bank Limited Not upheldConsumer CreditDRN-3947268 The complaint Mrs M complains that Tandem Bank Limited unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”) in respect of a holiday product she purchased in 2019. What happened In October 2019 Mrs M along with her husband purchased a points -base... (7 pages)View decision -
Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-4702483
27 Mar 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4702483 The complaint Mrs O complains that a timeshare product was misrepresented to her and her husband and that the timeshare company is in breach of contract. The purchase was financed with credit provided to Mrs O by Honeycomb Finance Limited (“Honeycomb”). That loan has now been t... (7 pages)View decision -
Decision Reference DRN-3997791
3 Mar 2023 First Response Finance Ltd Not upheldConsumer CreditDRN-3997791 The complaint Mr B complains about a used car he acquired through a hire purchase agreement with First Response Finance Ltd. Mr B is unhappy that he has experienced issues with the car shortly after taking possession of it. Mr B believes the car was not of satisfactory quality ... (6 pages)View decision -
Decision Reference DRN-4460810
16 Nov 2023 more 2 life Ltd UpheldMortgagesDRN-4460810 The complaint Mr and Mrs S’ complaint is about delays that occurred during the process of applying for a lifetime mortgage with more 2 life Ltd. They said the delays meant that the mortgage interest rate they would have eventually been able to complete with was considerably hig... (6 pages)View decision -
Decision Reference DRN9585441
31 Dec 2019 NewDay Ltd UpheldBanking and creditMs Q is unhappy about a default which NewDay Ltd, trading as Aqua, registered on her credit record.backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional decision – a copy of which is attached and forms part of this final decision. For t... (11 pages)View decision -
Decision Reference DRN-5574899
28 May 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5574899 The complaint Mr C complains about the way St James’s Place UK Plc (SJP) handled his request to transfer his SJP pension to a self-invested personal pension (SIPP). What happened Mr C held a pension with SJP. He lives overseas. He decided to transfer his SJP pension to a S... (12 pages)View decision -
Decision Reference DRN8741906
9 Feb 2021 Marks & Spencer Financial Services plc Not upheldBanking and creditMr G complains that Marks & Spencer Financial Services Plc (M&S) won’t refund several transactions that were made on his credit card. He says he didn’t authorise them. background Mr G’s complaint involves a complicated background with several business and professional relationships... (12 pages)View decision -
Decision Reference DRN-5556938
14 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5556938 The complaint Mr K complains that American Express Services Europe Limited (AESEL) was irresponsible in its lending to him. He wants the interest he has been charged reduced and all adverse information recorded on his credit file removed. What happened Mr K was provided with... (5 pages)View decision