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-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 -
Decision Reference DRN-3857748
28 Feb 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3857748 The complaint Mr S complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a legal adviser. What happened Mr S and h... (3 pages)View decision -
Decision Reference DRN-2203297
9 Aug 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2203297 The complaint Mr H complains that a caravan that he paid for, in part, using credit provided by Nationwide Building Society wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint on 5 July 2021 and described what had happened as follows... (4 pages)View decision -
Decision Reference DRN-5391051
28 Apr 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5391051 The complaint Mrs L complains about the amount that she’s been charged by Hyundai Capital UK Limited, trading as Kia Finance Contract Hire, after she returned a car that had been supplied to her under a hire agreement. Mrs L’s son is representing her in this complaint. What ... (3 pages)View decision -
Decision Reference DRN-5733642
22 Oct 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5733642 The complaint Miss D complains that Marsh Finance Limited’s creditworthiness and affordability risk assessments for a hire purchase agreement, under which a car was supplied to her, were unsatisfactory and that there was an unfair relationship. She’s being represented by a l... (3 pages)View decision -
Decision Reference DRN2693795
4 Mar 2014 Principality Building Society Not upheldPayment protection insurance (PPI)This complaint concerns a regular premium Mortgage Payment Protection Insurance (MPPI) policy, sold in connection with a mortgage with Principality Building Society (Principality) in 1994. Mr and Mrs C have complained that the MPPI was mis-sold to them.backgroundMr and Mrs C applied for... (4 pages)View decision -
Decision Reference DRN4256327
1 May 2020 Tesco Personal Finance PLC Not upheldBanking and creditMr B complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid for a film to be supplied and fitted on his conservatory windows. backgroundMr B used his Tesco Bank credit card in March 2018 to pay part of the cost of £1,500 for a film to b... (3 pages)View decision -
Decision Reference DRN1966740
15 May 2020 Blue Motor Finance Ltd UpheldBanking and creditMiss R complains that a car that was supplied to her under a hire purchase agreement with Blue Motor Finance Limited wasn’t of satisfactory quality.backgroundA modified used car was supplied to Miss R under a hire purchase agreement with Blue Motor Finance that she signed in November 2018.... (3 pages)View decision -
Decision Reference DRN-5375629
12 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5375629 The complaint Mr S complains about the way that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has dealt with the payments that he’s made to it under a conditional sale agreement. What happened I issued a provisional decision on this complaint last month... (5 pages)View decision -
Decision Reference DRN-2897590
8 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2897590 The complaint Mr S complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to him the amount that he’s claimed as a result of some carpet being supplied and fitted. What happened Mr S used his Barclaycard credit card in August 2020 to pay £1,545 for a supplier... (3 pages)View decision
