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-3888500
20 Feb 2023 Oplo PL Ltd Not upheldConsumer CreditDRN-3888500 The complaint Mrs A complains that Oplo PL Limited won’t refund to her the money that she paid for some holiday club membership credits under a fixed sum loan agreement. Her husband is also involved with her complaint. What happened Mrs A entered into a fixed sum loan agreement... (4 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 -
Decision Reference DRN-5799654
19 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5799654 The complaint Mr A complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr A under a hire purchase agreement with MotoNovo Finance that he electron... (3 pages)View decision -
Decision Reference DRN-3387931
4 Jul 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3387931 The complaint Mr and Mrs B complain that Shawbrook Bank Limited won’t refund to them the money that they paid for a timeshare trial membership. What happened Mr and Mrs B entered into a trial membership agreement in May 2017 for the right to reserve five holiday weeks within th... (4 pages)View decision -
Decision Reference DRN9997998
20 Mar 2020 Clydesdale Financial Services Limited Not upheldBanking and creditMr H complains that a fixed sum loan agreement with Clydesdale Financial Services Limited, trading as Barclays Partner Finance, was mis-represented to him.background Mr H signed a fixed sum loan agreement with Barclays Partner Finance in October 2016 to pay for some replacement windows. He... (4 pages)View decision -
Decision Reference DRN-3733318
28 Nov 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3733318 The complaint Miss M complains that a car that was supplied to her under a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss M under a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN3418436
11 Dec 2019 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited transferred his debt to a third party but didn’t tell it about the reduced repayment agreement that he was on at that time.background Mr A had a credit card debt with MBNA. He was making monthly payments of more than £400 but contacted MBNA in January 2018 ... (4 pages)View decision -
Decision Reference DRN-3558068
12 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3558068 The complaint Miss H complains that Santander UK plc won’t pay to her the amounts that she’s claimed from it under section 75 of the Consumer Credit Act 1974 for a garage that was supplied and installed but wasn’t of satisfactory quality. What happened I issued a provisional de... (5 pages)View decision -
Decision Reference DRN-5245677
9 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5245677 The complaint Mr F complains about the customer service that he’s received from Santander Consumer (UK) plc, trading as Santander Consumer Finance, in connection with a conditional sale agreement under which a car was supplied to him. What happened I issued a provisional dec... (4 pages)View decision -
Decision Reference DRN-3026311
24 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3026311 The complaint Mr K complains that Barclays Bank UK PLC, trading as Barclaycard, has rejected the claims that he’s made under the Consumer Credit Act 1974. He’s being represented in his complaint by a claims management company. What happened Mr K and his wife entered into an acq... (4 pages)View decision
