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 DRN0151294
18 Dec 2013 Mortgage Express Not upheldBanking and creditMr B complains that Mortgage Express did not;1.respond to his request for copies of his loan application and legal charge;2.confirm that a loan was arranged;3. confirm that it had not exploited the time period between completion of the legal charge and its registration at the Land Regis... (2 pages)View decision -
Decision Reference DRN-2365382
19 Mar 2021 Arval UK Limited Not upheldConsumer CreditDRN-2365382 The complaint Mrs R’s complaint is that she wasn’t provided with the service she should have been when asking for information about the car she had leased under a hire agreement with Arval UK Limited. What happened Mrs R entered a three year hire agreement with Arval on 1 Febru... (3 pages)View decision -
Decision Reference DRN0079519
27 May 2016 Corporate & Professional Pensions Limited UpheldInvestment and pensionsMs P complained about the length of time it has taken to transfer her self-investedpersonal pension (SIPP) from Corporate & Professional Pensions Limited (C&PP) to anew provider.backgroundThe background of this complaint was detailed in my provisional decision ... (8 pages)View decision -
Decision Reference DRN-2779511
2 Jul 2021 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-2779511 The complaint Mr B complains that Atlanta1 Insurance Services Limited applied charges when he cancelled his motor insurance policy after eight days on cover. What happened Mr B wanted to cancel his policy after it had run for eight days. He sent Atlanta an email, but it wanted ... (2 pages)View decision -
Decision Reference DRN-2714902
14 Apr 2021 etika Finance UK Limited Not upheldConsumer CreditDRN-2714902 The complaint Mr A complains that PayBreak Limited (“PayBreak”), trading as afforditNOW have rejected a claim he made to them under section 75 of the Consumer Credit Act (1974). What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN8501165
12 Jan 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr T complains that Lowell Portfolio I Ltd continued to report a default that should not have been registered. backgroundMr T’s debt with another lender was bought by Lowell in June 2015. Mr T says that in July and August 2015 he was in contact with the original ... (2 pages)View decision -
Decision Reference DRN-2937749
13 Sep 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-2937749 The complaint Mr J complains about how Toyota Financial Services (UK) Plc (Toyota) dealt with matters when he tried to enter into a finance agreement for a used car. What happened Around February 2020, Mr J spoke to a car dealership with intentions of acquiring a car. He said m... (4 pages)View decision -
Decision Reference DRN4043843
30 May 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMr S complains that PayPal Europe Sarl & Cie, SCA won’t give him a refund for a service he didn’t receive.backgroundMr S booked and paid for an airport parking space through a booking agent using PayPal. But when he tried to park his car the automatic entry system ... (2 pages)View decision -
Decision Reference DRN-5236116
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236116 The complaint A sole trader, who I’ll refer to as Mr F, complains that Barclays Bank UK PLC is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for on behalf of of a limited company. What happened Mr F had a sole trader business account w... (2 pages)View decision -
Decision Reference DRN-5682968
29 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5682968 The complaint Miss S is unhappy that a car supplied to her under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS) was mis sold. When I refer to what Miss S has said and what MBFS have said, it should also be taken to include things said on t... (4 pages)View decision