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-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-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-2586872
16 Mar 2021 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-2586872 The complaint Mr M complains about the way that Creation Consumer Finance has dealt with his credit account. What happened After considering all the evidence, I issued a provisional decision on this complaint to Mr M and to Creation Consumer Finance on 13 January 2021. In my pr... (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-6044252
15 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6044252 The complaint The estate of the late Mr W complains that Barclays Bank UK PLC, trading as Tesco Bank, shouldn’t have lent to Mr W. The estate is being represented in this complaint by Mr W’s ex- wife. What happened Mr W applied to Tesco Bank for a loan in July 2017, his appl... (3 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 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 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 -
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-6001892
5 Jan 2026 Motability Operations Limited UpheldConsumer CreditDRN-6001892 The complaint Miss H complains that a car that was supplied to her under a hire agreement with Motability Operations Limited wasn’t of satisfactory quality and about other issues arising from the car being destroyed by a fire. What happened A new car was supplied to Miss H u... (4 pages)View decision