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 375432 results
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Decision Reference DRN-5483311
28 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5483311 The complaint Miss F says that Santander Consumer (UK) Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that she was a stude... (4 pages)View decision -
Decision Reference DRN-5501419
28 Aug 2025 Close Brothers Limited UpheldConsumer CreditDRN-5501419 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In January 2024, Mr D was supplied with a used car through a condi... (3 pages)View decision -
Decision Reference DRN-5666853
28 Aug 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5666853 The complaint Mr F has complained that AXA Insurance UK Plc didn’t offer to renew his motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Ou... (2 pages)View decision -
Decision Reference DRN-5714458
28 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5714458 The complaint Mr A complains about charges he has been asked to pay by Volkswagen Financial Services (UK) Limited (‘VWFS’) since he returned a car he was financing through an agreement with them. What happened The detailed background to this complaint is well known to both ... (2 pages)View decision -
Decision Reference DRN-5631209
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5631209 The complaint P, a limited company, complains that Santander UK Plc converted a payment P received into US Dollars (USD) when it was credited causing a loss. What happened P explains that it was due to receive a payment of over 13,400 Euros. The customer that sent the paymen... (2 pages)View decision -
Decision Reference DRN-5541328
28 Aug 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5541328 The complaint Mr D is unhappy that his hire purchase agreement with Blue Motor Finance Ltd (BMF) was misrepresented to him. What happened In May 2022, Mr D was supplied with a used car through a hire purchase agreement with BMF. The cash price of the car was £9,295.00 with M... (4 pages)View decision -
Decision Reference DRN-5780920
28 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5780920 The complaint Mr S complains that Barclays Bank UK PLC lent to him irresponsibly when it let him borrow money on his mortgage current account reserve facility. What happened In 2006, Mr S took out a mortgage with Barclays. The mortgage had a mortgage current account reserve ... (4 pages)View decision -
Decision Reference DRN-5621688
28 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5621688 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In June 2024, Mr D was supplied with a used car through a conditional sale agreement with Moneybarn. He pa... (4 pages)View decision -
Decision Reference DRN-5588952
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588952 The complaint Mr L complains NewDay Ltd trading as BIP (NewDay) failed to carry out reasonable credit checks before approving a credit account for him. What happened Mr L says NewDay approved a credit account for him at a time when he already had high levels of external revo... (3 pages)View decision -
Decision Reference DRN-5775892
28 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5775892 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs B purchased membership of a timeshare (the ‘Fractional Club... (7 pages)View decision
