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 367928 results
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Decision Reference DRN-5413186
2 Jun 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5413186 The complaint Mr S complains that Tandem Motor Finance Limited (“Tandem”) failed to set up a payment arrangement for arrears relating to his hire purchase agreement which has negatively affected his credit file. What happened Mr S acquired a car financed through a hire purch... (3 pages)View decision -
Decision Reference DRN-5527864
2 Jun 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5527864 The complaint Mr M complains about how Home Retail Group Card Services Limited, trading as Argos Card, has administered his account. What happened Mr M has several issues with how Argos have administered his store card account. As I understand it, the crux of the matter is ... (4 pages)View decision -
Decision Reference DRN-5137326
2 Jun 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5137326 The complaint Miss H complains that the car she acquired through Secure Trust Bank Plc, trading as V12 Vehicle Finance (“V12”) wasn’t of satisfactory quality. Although she initially wanted V12 to pay for repairs, she now wants to reject the car and cancel the credit agreemen... (5 pages)View decision -
Decision Reference DRN-5595160
2 Jun 2025 Fintern Ltd UpheldConsumer CreditDRN-5595160 The complaint Mr K complains that Fintern Ltd trading as Abound lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In January 2024 Mr K app... (5 pages)View decision -
Decision Reference DRN-5503800
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5503800 The complaint Mr T and Mrs T complain about how U K Insurance Limited (UKI).dealt with a claim under their motor insurance policy following a collision with a third party vehicle, deeming it to be a fault claim. References to UKI in this decision include their agents. What... (3 pages)View decision -
Decision Reference DRN-5559086
2 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5559086 The complaint Mr F and Mr S say Metro Bank PLC (“Metro”) refuses to refund them for transactions on their account that they say were unauthorised. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr F and M... (2 pages)View decision -
Decision Reference DRN-5597339
2 Jun 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5597339 The complaint Mr S complains that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (HF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were se... (7 pages)View decision -
Decision Reference DRN-5411914
2 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5411914 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) recorded a claim as a fault claim under his car insurance policy. What happened In January 2020 Mr B was involved in an incident. He said a lorry crossed lanes and collided into his car... (2 pages)View decision -
Decision Reference DRN-5141519
2 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5141519 The complaint Mr W is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) have handled his subsidence claim on his home Insurance policy. Any reference to Admiral includes its agents. What happened The background of this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5175829
2 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5175829 The complaint Mr L has complained about the quality of a car provided on finance by Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). What happened SCF supplied Mr L with a used car on a conditional sale agreement in April 2024. The cash price of th... (3 pages)View decision
