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-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 -
Decision Reference DRN-2835807
24 Nov 2021 Vanquis Bank Limited UpheldConsumer CreditDRN-2835807 The complaint Mr S complains that Vanquis Bank Limited won’t refund to him the money that he paid for some credits relating to a timeshare relinquishment scheme. His complaint is being dealt with by his representative. What happened Mr S had bought a timeshare and he was invite... (4 pages)View decision -
Decision Reference DRN5534210
8 Aug 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr J complains about the amount that he’s been charged by Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance, for damage to a car that he returned at the end of his hire purchase agreement.backgroundA new car was supplied to Mr J under a hire purchase agreement with ... (3 pages)View decision -
Decision Reference DRN3184604
31 Jul 2018 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Miss M is unhappy that Advantage Insurance Company Limited (Advantage) didn’t give her correct information about the cover her policy provided on a courtesy car, following a claim on her car insurance policy. Miss M’s also unhappy with the way the claim has been handled. ... (3 pages)View decision -
Decision Reference DRN-4941539
9 Sep 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4941539 The complaint Mr L complains that the address was incorrectly changed on his MBNA Limited credit card account and correspondence was sent to an incorrect address. What happened Mr L says that he was the primary contact for a treasury account held by a bank and, when a new tr... (3 pages)View decision -
Decision Reference DRN-5047592
21 Oct 2024 Close Brothers Limited Not upheldConsumer CreditDRN-5047592 The complaint Miss S complains that a car that was supplied to her under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss S under a conditional sa... (3 pages)View decision -
Decision Reference DRN6680301
18 Oct 2018 Carcashpoint Limited UpheldBanking and creditMr and Mrs H complain that CarCashPoint Limited didn’t check whether its loan to them was affordable and that proper checks would’ve shown that it wasn’t affordable for them.backgroundCarCashPoint made two loans to Mr H in January 2014 which were secured on his car. A... (3 pages)View decision -
Decision Reference DRN-5033288
14 Oct 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5033288 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr G under a hire purchase agreement with Specialist Motor Finance... (3 pages)View decision -
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-6062105
7 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-6062105 The complaint Miss B complains about Close Brothers Limited’s response to her request for a hold to be put on her account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “A used car was supplied t... (3 pages)View decision