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 369228 results
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Decision Reference DRN-5520031
18 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5520031 The complaint Mr W complains that Oodle Financial Services Limited trading as Oodle Car Finance lent to him irresponsibly. What happened In August 2019 Mr W was supplied with a car and entered into a hire purchase agreement with Oodle. The cash price of the car was £20,440. ... (3 pages)View decision -
Decision Reference DRN-5558365
18 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5558365 The complaint Mr H complains about the quality of the car he was supplied under a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) What happened Mr H has been represented when bringing his case to our service by his wife, but for simplicity, I will alwa... (4 pages)View decision -
Decision Reference DRN-5634380
18 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634380 The complaint Mrs D’s complaint is made in relation to a loan she took out in 2014 and is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (9 pages)View decision -
Decision Reference DRN-5056668
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056668 The complaint Mr A complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the scam, so I’ll only summarise the details here. Mr A said in October 2023 he was looking... (4 pages)View decision -
Decision Reference DRN-5600675
18 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5600675 The complaint Mr W complains about esure Insurance Limited’s decision to settle a third-party claim against his motor insurance policy. What happened Mr W had a motor insurance policy with esure. In January 2024, he was involved in an accident with a third-party cyclist. In ... (3 pages)View decision -
Decision Reference DRN-5376060
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5376060 The complaint Miss S is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss S has explained that between October 2023 and Novembe... (5 pages)View decision -
Decision Reference DRN-5593465
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5593465 The complaint Mr P complains about a car supplied to him on finance by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (5 pages)View decision -
Decision Reference DRN-5358227
18 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5358227 The complaint N a limited company complains Lloyds Bank PLC failed to properly transfer online banking access when changes were requested. This resulted in N’s account being passed to collections. N is represented by two directors – Mr N and Mrs B. What happened The detail... (4 pages)View decision -
Decision Reference DRN-5498306
18 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5498306 The complaint Miss E complains that Moneybarn No 1 Limited trading as Moneybarn sold her car finance which was unaffordable for her. What happened In July 2019 Miss E entered into a conditional sale agreement with Moneybarn to purchase a car. The capital amount of the loan w... (3 pages)View decision -
Decision Reference DRN-5598823
18 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5598823 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an un... (8 pages)View decision
