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 375119 results
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Decision Reference DRN-5430891
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5430891 The complaint Mrs M is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money she believes she lost to an authorised push payment (‘APP’) rogue trader scam. What happened The background to this complaint is well known to both parties. So, I won’t r... (7 pages)View decision -
Decision Reference DRN-5771738
22 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5771738 The complaint Mr K complains that Cabot Credit Management Group Limited (Cabot) have failed make reasonable adjustments to accommodate the way he makes his payments to them. What happened Mr K had a loan which in 2011 fell into arrears. The loan account was later sold to a d... (2 pages)View decision -
Decision Reference DRN-5695268
22 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5695268 The complaint Mr P complains about charges he has been asked to pay by Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (‘Novuna’) since he returned a car he was financing through an agreement with them. What happened The detailed background to this complain... (2 pages)View decision -
Decision Reference DRN-5731994
22 Aug 2025 Equifinance Limited Not upheldMortgagesDRN-5731994 The complaint Miss O and Mr O’s complaint is about a second charge mortgage they have with Equifinance Limited. They believe that Equifinance acted irresponsibly when it agreed to lend to them due to their circumstances. Miss O and Mr O are represented in their complaint, bu... (4 pages)View decision -
Decision Reference DRN-5709847
22 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5709847 The complaint Mr E has complained that Tesco Underwriting Limited didn’t make him aware that his car insurance premium at renewal would be higher. What happened Mr E bought a car insurance policy in February 2023 with the insurer, Tesco which was set up to automatically rene... (2 pages)View decision -
Decision Reference DRN-5600425
22 Aug 2025 ReAssure Limited Not upheldInvestmentsDRN-5600425 The complaint Mr and Mrs C complain about the way ReAssure Limited dealt with the surrender of an investment. They say following a surrender request they made, it delayed the sale of the investment, and this has caused a financial loss. What happened In 2000, Mr and Mrs C t... (4 pages)View decision -
Decision Reference DRN-5455717
22 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5455717 Complaint Mr P complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In October 2021, Black Hors... (5 pages)View decision -
Decision Reference DRN-5645689
22 Aug 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5645689 The complaint Mr and Mrs G have complained that the broker Sainsbury’s Bank Plc unfairly cancelled Mr G’s car insurance policy on behalf of the insurer. Mr and Mrs G are being represented in their complaint by their daughter Ms W. What happened In October 2024 Mr G bought a ... (4 pages)View decision -
Decision Reference DRN-5768876
22 Aug 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5768876 Complaint Mr S complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Mr S is being represented... (4 pages)View decision -
Decision Reference DRN-5561500
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5561500 The complaint Mr and Mrs H complain that Barclays Bank UK PLC won’t refund the money they lost when they were the victims of a scam. What happened In May 2024, Mr and Mrs H were looking to buy a lawnmower and found one they were interested in advertised on a social media pl... (3 pages)View decision
