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 375121 results
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Decision Reference DRN-5427005
22 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5427005 The complaint Miss S complains that a car she acquired using a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (“LRFS”) was of unsatisfactory quality. What happened In February 2021, Miss S acquired a used car using a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5396622
22 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5396622 The complaint Mrs W complains that a car she acquired using a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”) was of unsatisfactory quality when it was supplied to her. What happened In March 2022, Mrs W acquired a used car using a hire pur... (3 pages)View decision -
Decision Reference DRN-5158403
22 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5158403 The complaint Miss W complains that her details were used fraudulently to put in place a finance agreement with Creation Consumer Finance Ltd (“Creation”). What happened On 21 February 2024, Miss W agreed to proceed with the supply of a kitchen from a company I’ll call ‘K’. ... (3 pages)View decision -
Decision Reference DRN-5594323
22 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5594323 The complaint A director of P has complained that Barclays Bank UK PLC (“Barclays”) took an unreasonable amount of time to open a business account that P had applied for. She also says that Barclays made it very difficult for her to add P’s accountant to the account. The di... (7 pages)View decision -
Decision Reference DRN-5771733
22 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5771733 The complaint Mr C complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his request for a refund. What happened Mr C’s complaint is about a claim made to Novuna under section 75 (‘section 75’) of the Consumer Credit Act 1... (2 pages)View decision -
Decision Reference DRN-5722128
22 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5722128 The complaint Mrs O complains that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (BMF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision... (5 pages)View decision -
Decision Reference DRN-5772247
22 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5772247 The complaint Miss H complains Shawbrook Bank Limited (“Shawbrook”) treated her unfairly by continuing to pursue her for payments on a loan used to finance a timeshare purchase, after the timeshare contract was declared null and void by the courts in Spain. What happened I i... (5 pages)View decision -
Decision Reference DRN-5667226
22 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5667226 The complaint Ms M is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim made on her home insurance policy. West Bay is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim... (4 pages)View decision -
Decision Reference DRN-5347941
22 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5347941 The complaint Miss D complains that Bank of Scotland plc closed an account without her knowledge, and that it won’t provide her with information about the funds which were in it. The bank trades in this case under its Halifax brand. What happened Miss D held a joint account ... (2 pages)View decision -
Decision Reference DRN-5728127
22 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5728127 The complaint Mr A complains Revolut Ltd acted unfairly by not refunding a payment he made using his debit card. What happened In February 2025, Mr A purchased an item of jewellery online from a company I’ll refer to as T. He paid £43.46 using his Revolut debit card, which ... (3 pages)View decision
