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 4338 results
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Decision Reference DRN6828595
20 Jan 2016 Carcashpoint Limited UpheldBanking and creditMrs L complains Carcashpoint Limited has chased her for a debt that is not hers.backgroundIn October 2014 Mrs L bought a car using cash.In February 2015 Mrs L was contacted by bailiffs who said her car had been used to take out a loan from Carcashpoint. Mrs L says... (2 pages)View decision -
Decision Reference DRN8230329
24 Mar 2017 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank Plc (“Barclays”) placed a default on his credit file for an account which he had asked it to close. This default was later removed. But Mr R says that he was unable to secure a tenancy agreement for some of the period this defa... (2 pages)View decision -
Decision Reference DRN-4729730
8 Oct 2024 Black Horse Limited Not upheldConsumer CreditDRN-4729730 The complaint Mr K complains that Black Horse Limited is pursuing him for a debt he doesn’t owe. What happened On 16 August 2017, Mr K entered a hire purchase agreement for a car (registration ending DPZ, agreement ending 291) which was to be repaid over 48 months. Unfortuna... (2 pages)View decision -
Decision Reference DRN-1087386
22 Jul 2020 Aviva Insurance Limited UpheldInsuranceDRN-1087386 The complaintMiss B complains about the delays Aviva Insurance Limited has caused in settling her claim on her motor insurance policy. She wants compensation for the stress and inconvenience caused. What happenedMiss B is a named driver on her sister’s policy. She had an accide... (3 pages)View decision -
Decision Reference DRN-2915560
1 Sep 2021 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-2915560 The complaint Mr Y is unhappy with the way Accredited Insurance (Europe) Ltd (Accredited) dealt with a claim against his motor insurance policy. All references to Accredited include agents appointed to act on their behalf. What happened In February 2020, Accredited told Mr Y th... (3 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 DRN6810901
2 Feb 2016 National Westminster Bank Plc UpheldBanking and creditMs K’s complains that: that National Westminster Bank Plc ( National Westminster) behaved incorrectly during and after her divorce proceedings in respect of a mortgaged property, and that this has given her a lot of difficulties; that her own mortgage application ... (9 pages)View decision -
Decision Reference DRN-2741217
13 Sep 2021 Equifax Limited Not upheldConsumer CreditDRN-2741217 The complaint Miss W complains Equifax Limited charged her a monthly subscription fee which she wasn’t aware of. What happened Miss W signed up to Equifax’s 30 day free trial in September 2020. Miss W says she forgot to cancel her membership following this period, so she was ch... (2 pages)View decision -
Decision Reference DRN5564874
12 Dec 2017 J P Morgan Asset Management (UK) Limited Not upheldInvestment and pensionsMr A’s complaint is that JP Morgan Asset Management (UK) Limited (“JP Morgan”) put him through the process for a new customer when he was an existing customer. He seeks compensation of at least £100 for the trouble and upset caused to him and apologies from the... (2 pages)View decision -
Decision Reference DRN-5492069
29 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5492069 The complaint Mrs A complains about end of contract charges when her agreement with Stellantis Financial Services UK Limited ended. What happened In September 2020 Mrs A was supplied with a car and entered into a lease agreement with Stellantis. At the end of the lease agree... (2 pages)View decision
