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 634 results
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Decision Reference DRN-4236325
16 Oct 2023 Hastings Insurance Services Limited Not upheldInsuranceDRN-4236325 The complaint Mr G complains about Hastings Insurance Services Limited (“HISL”) and their failure to record his No Claims Discount (“NCD”) when he initially incepted his policy. Mr G also complains about delays in HISL providing him with the correct proof of NCD following a ren... (4 pages)View decision -
Decision Reference DRN-5819885
16 Sep 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5819885 The complaint Mr H complains that CA Auto Finance UK Limited has terminated the hire purchase agreement under which a car was supplied to him and hasn’t treated him fairly. What happened A used car was supplied to Mr H in March 2024 under a hire purchase agreement with CA Au... (3 pages)View decision -
Decision Reference DRN1371037
1 Oct 2019 Santander Consumer (UK) Plc Not upheldBanking and creditMrs E complains that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has tried to collect the final payment due under a conditional sale agreement and has defaulted her account. She’s being helped with her complaint by her husband.backgroundA used car was supplied to Mr... (3 pages)View decision -
Decision Reference DRN-2499177
5 Mar 2021 Premium Credit Limited Not upheldConsumer CreditDRN-2499177 The complaint Mrs M complains about the payments that Premium Credit Limited has collected from her account under a credit agreement. What happened I’ve issued two provisional decisions on this complaint to Mrs M and to Premium Credit. In my first provisional decision that was ... (4 pages)View decision -
Decision Reference DRN1771598
11 Jun 2020 LeasePlan UK Limited UpheldBanking and creditMr S complains that LeasePlan UK Limited didn’t provide him with the registration document for a car that he paid for using a loan agreement and about its administration errors.backgroundMr S signed a loan agreement with LeasePlan in September under which it lent him the money to pay for a... (3 pages)View decision -
Decision Reference DRN1310538
7 Jun 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr J complains that he didn’t sign a loan agreement with Clydesdale Financial Services Limited, trading as Barclays Partner Finance, and didn’t agree that a kitchen would be provided to him on credit. And he’s complained about some issues with the kitchen. He’s being hel... (3 pages)View decision -
Decision Reference DRN-3839779
23 Feb 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3839779 The complaint Mr T complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for a holiday product. He’s being represented in his complaint by a legal adviser. What happened Mr T’s representative says t... (3 pages)View decision -
Decision Reference DRN-5712417
29 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5712417 The complaint Mr K complains about the amount that he was required to pay by Secure Trust Bank plc, trading as V12 Vehicle Finance, to settle the hire purchase agreement under which a car had been supplied to him. What happened A used car was supplied to Mr K under a hire pu... (3 pages)View decision -
Decision Reference DRN-5542401
13 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5542401 The complaint Mr O complains about issues with the collection of a car that had been supplied to him under a hire agreement with RCI Financial Services Limited, trading as Nissan Finance. What happened A new car was supplied to Mr O under a hire agreement with Nissan Finance... (3 pages)View decision -
Decision Reference DRN-4933917
9 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4933917 The complaint Mrs B complains about the rate of interest that Capital One (Europe) plc has applied to her account after she opted out of an interest rate increase in 2010 and that it rejected her partial settlement offer. What happened Mrs B has a Capital One credit card acc... (3 pages)View decision
