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 652 results
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Decision Reference DRN-2333124
15 Jul 2021 Tesco Mobile Limited UpheldConsumer CreditDRN-2333124 The complaint Mr N complains about the way that Tesco Mobile Limited has dealt with the early termination of a credit agreement under which a mobile phone was supplied to him. What happened Mr N entered into a credit agreement with Tesco Mobile that he electronically signed in ... (3 pages)View decision -
Decision Reference DRN-1722672
6 Oct 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1722672 The complaint Mrs H complains about the way that Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance, has dealt with a charging order that it registered on her property. Mrs H is being helped with her complaint by a representative. What happened The detail... (2 pages)View decision -
Decision Reference DRN6702356
24 Feb 2018 Freeman Jones Limited Not upheldBanking and creditMr and Mrs C complain about the advice that they received from Freeman Jones Limited in connection with their individual voluntary arrangement. backgroundMr and Mrs C contacted Freeman Jones in early August 2011 about their financial circumstances and later that month t... (2 pages)View decision -
Decision Reference DRN3744817
3 Mar 2015 Zurich Assurance Ltd Not upheldInvestment and pensionsMr G complains that Zurich Assurance Limited should not be able to reduce the sum assured under his whole-of-life policy and that he was not told that the policy was reviewable. He also complains that commission is being paid to an outside broker. backgroundMr G took out an adaptabl... (2 pages)View decision -
Decision Reference DRN-5503245
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5503245 The complaint Mrs M complains about the way that HSBC UK Bank plc has dealt with a credit that was made to her credit card account. What happened Mrs M used her HSBC credit card in February 2024 to make a payment of £772 to a retailer for some items. She returned those items... (4 pages)View decision -
Decision Reference DRN-2426228
19 Apr 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2426228 The complaint Mr A complains that Hitachi Capital (UK) plc, trading as Hitachi Personal Finance, won’t refund to him the money that he paid for a boiler using a fixed sum loan agreement. What happened Mr A entered into a fixed sum loan agreement with Hitachi Personal Finance, t... (2 pages)View decision -
Decision Reference DRN-4980461
9 Sep 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4980461 The complaint Mr S complains about issues that he experienced when he switched his account with Monzo Bank Limited to another bank. What happened Mr S had a current account with Monzo and he took out a £21,750 loan from it in January 2023. He agreed to make 59 monthly paymen... (3 pages)View decision -
Decision Reference DRN3546681
1 Mar 2017 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Miss K complains about the handling of her claim against her motor insurance policy with Advantage Insurance Company Limited following the theft of her car. She also complains that it renewed her policy and collected monthly premiums. Advantage instructs Hastings Ins... (5 pages)View decision -
Decision Reference DRN1133505
21 Jun 2018 Blue Motor Finance Ltd Not upheldBanking and creditMr M complains that a car that was supplied to him under a hire purchase agreement with Blue Motor Finance Limited wasn’t of satisfactory quality and about the default that it’s recorded on his credit file.backgroundA used car was supplied to Mr M under a hire purcha... (2 pages)View decision -
Decision Reference DRN4625770
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr C complains that Virgin Money plc won’t refund to him the money that he paid for a pond pump. He also complains about the service that he’s received from Virgin Money.backgroundMr C used his Virgin Money credit card on a Thursday in August 2016 to pay £86.99 to... (2 pages)View decision