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 4096 results
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Decision Reference DRN-5246426
8 Jan 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5246426 The complaint Mr M’s complaint is that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’) was mis sold to him and not of satisfactory quality. He has asked Santander to take the car back and to provide a full refund, to re... (6 pages)View decision -
Decision Reference DRN-4440624
19 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4440624 The complaint Mr H complains Santander Consumer (UK) Plc (SCUK) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In November 2022 Mr H entered into a 48 month conditional sale agreement for a used car. The car’s cash price was around ... (5 pages)View decision -
Decision Reference DRN-3736318
25 Nov 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3736318 The complaint Ms I complains that National Westminster Bank Plc accepted a £10,000 loan application that she didn’t apply for because she wasn’t in the country. Ms I added that NatWest then failed to contact her to discuss the payments that subsequently left her account. Ms I i... (2 pages)View decision -
Decision Reference DRN-3645576
19 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3645576 The complaint Mr G has complained about advice he received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit occupational pension scheme (‘OPS’). Portal processed the transfer of Mr G’s OPS benefits alongside another smaller pension fund on an ‘insi... (10 pages)View decision -
Decision Reference DRN-4763217
9 May 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4763217 The complaint Mr M complains that Chetwood Financial Limited trading as BetterBorrow lent irresponsibly when it approved his loan application. What happened In December 2021 Mr M applied for a £12,000 loan with BetterBorrow. In his application, Mr M said he was a homeowner with... (4 pages)View decision -
Decision Reference DRN1744412
12 Feb 2021 Clydesdale Financial Services Limited Not upheldBanking and creditMr M complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance ("BPF"), mishandled his claim under Section 75 of the Consumer Credit Act 1974 ("S75"), for issues with a fitted kitchen that had been purchased via a fixed sum loan. backgrou... (5 pages)View decision -
Decision Reference DRN-2734922
13 May 2021 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-2734922 The complaint Ms J complains Creation Consumer Finance Ltd (Creation) supplied her with a car which she believes wasn’t of satisfactory quality. What happened In July 2019, Ms J acquired a used car which she financed through a 48 month hire purchase agreement with Creation. The... (4 pages)View decision -
Decision Reference DRN-5899972
6 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5899972 The complaint Mr B complains that the van he acquired through CA AUTO FINANCE UK LTD trading as CA Auto Finance UK (“CA AUTO”) wasn’t of satisfactory quality. The van has now been rejected and collected, but he’s unhappy with the redress and compensation paid by CA AUTO. Wha... (4 pages)View decision -
Decision Reference DRN3614766
10 Dec 2014 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr A’s complaint is about how The Royal Bank of Scotland Plc (RBS) has used the compensation it offered for three mis-sold payment protection insurance (PPI) policies. Mr A wants RBS to pay all the compensation directly to him.backgroundMr A originally complained to RBS about the mis-sa... (5 pages)View decision -
Decision Reference DRN-3200278
1 Feb 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3200278 The complaint Mrs M has complained about credit granted to her by Startline Motor Finance Limited (“Startline”). She says she was in financial difficulty at the time and Startline didn’t carry out adequate checks before lending to her. What happened Startline agreed credit for ... (6 pages)View decision