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-5038317
7 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5038317 The complaint Miss C complains that Moneybarn No. 1 Limited should have done more to help her before terminating the conditional sale agreement under which a car had been supplied to her. She’s being helped with her complaint by a representative who lives with her. What happ... (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-4902771
20 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4902771 The complaint Mr B complains that Santander UK plc won’t refund to him the money that he paid for some holiday services. What happened I issued a provisional decision on this complaint in June 2024 in which I described what had happened as follows: “Mr B entered into an acco... (3 pages)View decision -
Decision Reference DRN0180875
9 Oct 2015 MBNA Limited Not upheldBanking and creditMr C complains that MBNA Limited will not refund to him the money that he paid for a used car. His complaint is made against MBNA under section 75 of the Consumer Credit Act 1974 and he is being helped with his complaint by his wife. backgroundMr C used his MBNA credi... (4 pages)View decision -
Decision Reference DRN-5498004
29 Apr 2025 V12 Retail Finance Limited UpheldConsumer CreditDRN-5498004 The complaint Mrs A complains that some flooring that she paid for using a fixed sum loan agreement with V12 Retail Finance Limited isn’t of satisfactory quality and hasn’t been fitted correctly. What happened I issued a provisional decision on this complaint last month in w... (6 pages)View decision -
Decision Reference DRN-5122569
21 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5122569 The complaint Ms H complains about the amount of compensation that Santander UK plc has offered her following issues with her credit card accounts. What happened Ms H had two credit card accounts with Santander and she says that she’d paid off their balances by 2021 and then... (3 pages)View decision -
Decision Reference DRN-5890783
3 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5890783 The complaint Ms M complains about a loan that was made to her by Everyday Lending Limited, trading as Everyday Loans. She complains that she wasn’t made aware of the interest rate, the loan was unaffordable for her, Everyday Loans didn’t take account of her vulnerability an... (3 pages)View decision -
Decision Reference DRN8579328
3 Feb 2020 Bank of Scotland Plc UpheldBanking and creditMr B complains about the way that Bank of Scotland Plc has dealt with his business account and the service that he’s received.backgroundMr B had a business account with Bank of Scotland and he was being charged for an overdraft that was being used on the account. He changed the status of h... (3 pages)View decision -
Decision Reference DRN9527984
9 Apr 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)This complaint concerns two regular premium Mortgage Payment Protection Insurance (MPPI) policies. The first policy was sold in connection with a mortgage with Nationwide Building Society in 1999. In 2004 Mr A purchased another policy in his sole name. Mr A and Mrs B through their repres... (5 pages)View decision
