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 381196 results
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Decision Reference DRN-5472214
18 Jun 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5472214 The complaint Mr L complains through a representative that Tandem Motor Finance Limited trading as 1st Stop Car Finance (“Tandem”) didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement. Mr L also says the relationship was unf... (3 pages)View decision -
Decision Reference DRN-5109051
18 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5109051 The complaint Mr L complains about the quality of a used vehicle he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that the van wasn’t of satisfactory quality, and it has needed to be repaired several times very soon after... (4 pages)View decision -
Decision Reference DRN-5171084
18 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5171084 The complaint Mr D is unhappy with the way Oodle Financial Services Limited trading as Oodle Car Finance (Oodle), handled the termination of his hire purchase agreement. When I refer to what Mr D and/or Oodle said or did, it should also be taken to include things said or do... (3 pages)View decision -
Decision Reference DRN-5576576
18 Jun 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5576576 The complaint Mr M complains that Sainsbury's Bank Plc didn’t appropriately protect the security of his loan account, which allowed him to become the victim of fraud. What happened In September 2024, Mr M says that a person, who wasn’t him, contacted Sainsbury’s preten... (3 pages)View decision -
Decision Reference DRN-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision -
Decision Reference DRN-5631863
18 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5631863 The complaint Miss K complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss K is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss K her... (3 pages)View decision -
Decision Reference DRN-5553953
18 Jun 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5553953 The complaint Mr P complains that Lloyds Bank PLC won’t extend the term of his interest-only mortgage and that it began legal action to recover the debt after saying it wouldn’t do so. What happened Mr P took out his interest-only mortgage with Lloyds in 2003. He borrowed £4... (3 pages)View decision -
Decision Reference DRN-5625464
18 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5625464 The complaint Miss J complains about the level of service provided by Ageas Insurance Limited following an escape of water claim under a buildings insurance policy. Reference to Ageas include its agents. What happened I issued a provisional decision on 30 May 2025. I set out... (4 pages)View decision -
Decision Reference DRN-5618461
18 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5618461 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s service following a claim he made on his motor insurance policy. Mr C says that Admiral unfairly required him to pay an excess, provided an unsuitable courtesy car and delayed its claim handling. What... (3 pages)View decision -
Decision Reference DRN-5612288
18 Jun 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5612288 The complaint Miss P complains Marks and Spencer Financial Services Plc trading as M&S Bank (MSFS) acted irresponsibly in agreeing to lend to her as she said the lending wasn’t affordable for her. What happened In August 2023 Miss P entered into a Fixed Sum loan agreemen... (4 pages)View decision
