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 DRN0337494
13 Sep 2017 Clydesdale Financial Services Limited UpheldBanking and creditMr F complains about the default that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, has recorded on his credit file. He’s being helped with his complaint by a representative.backgroundA used car was supplied to Mr F under a conditional ... (3 pages)View decision -
Decision Reference DRN-3149667
8 Dec 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3149667 The complaint Mr P complains about the adverse information that Moneybarn No. 1 Limited has recorded on his credit file in relation to a conditional sale agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a conditional sale agre... (3 pages)View decision -
Decision Reference DRN-3303627
6 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3303627 The complaint Mr S complains that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has terminated the conditional sale agreement under which a car had been supplied to him. What happened A used car was supplied to Mr S under a conditional sale agreement with ... (3 pages)View decision -
Decision Reference DRN-5055792
11 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5055792 The complaint Mr N complains that a car that was supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited wasn’t of satisfactory quality and was mis-sold to him. What happened A used car was supplied to Mr N under a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-5925072
28 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5925072 The complaint Mr C complains that a loan that was made to him by Barclays Bank UK PLC was unaffordable and that it lent to him irresponsibly. What happened Mr C applied to Barclays Bank for a home improvement loan in July 2024. His application was accepted and it lent him £3... (3 pages)View decision -
Decision Reference DRN2757293
7 Jun 2018 American Express Services Europe Limited Not upheldBanking and creditMr C complains that American Express Services Europe Limited won’t refund to him the money that he paid for a wedding dress to be cleaned. His complaint is made against American Express under section 75 of the Consumer Credit Act 1974 and he’s being helped with it by... (3 pages)View decision -
Decision Reference DRN-2523858
18 Jun 2021 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-2523858 The complaint Mr S complains that Omni Capital Retail Finance Limited won’t refund to him the money that he’s paid under a fixed sum loan agreement for an HGV driving course. What happened Mr S entered into a fixed sum loan agreement with Omni Capital, that he electronically si... (3 pages)View decision -
Decision Reference DRN-4872291
28 Nov 2024 Moonstone Rentals Limited UpheldConsumer CreditDRN-4872291 The complaint Miss I complains about the way that Moonstone Rentals Limited has dealt with the termination of her rental agreement and the arrears on her account. What happened Miss I rented a TV from Moonstone Rentals under a rental agreement that she electronically signed ... (3 pages)View decision -
Decision Reference DRN-5880778
19 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5880778 The complaint Mrs D complains that a car that was supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mrs D under a hire purc... (3 pages)View decision -
Decision Reference DRN-2575772
28 Apr 2021 Secure Trust Bank Plc UpheldConsumer CreditDRN-2575772 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a hire purchase agreement with Moneyway that he ... (3 pages)View decision