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 392389 results
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Decision Reference DRN-5716661
17 Sep 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5716661 The complaint Mr D complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as V12 Vehicle Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr D under a hire purchase agreement with V12... (3 pages)View decision -
Decision Reference DRN-5499243
17 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5499243 The complaint Mr R has complained about how TSB Bank plc (TSB) handled a refund claim he made to them. What happened Mr R purchased several flights from an agent I shall call ‘S’ using his TSB credit card to travel to a destination in December 2023. However he found that he ... (4 pages)View decision -
Decision Reference DRN-5824524
17 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5824524 The complaint Mr E complained about end of contract charges for a car supplied on finance by Volvo Car UK Limited. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. Volvo supplied Mr E with a new car on a hire agreeme... (5 pages)View decision -
Decision Reference DRN-5793995
17 Sep 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5793995 The complaint Mr G is unhappy with OneSavings Bank Plc trading as Kent Reliance. When Mr G’s previous ISA matured, he was unhappy with the new interest rate on the new product Kent Reliance automatically moved his investment into. Mr G said he expected Kent Reliance to move... (3 pages)View decision -
Decision Reference DRN-5820879
17 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5820879 The complaint Mr D is unhappy that Santander UK Plc won’t refund a credit card payment he made as part of a scam. What happened Mr D wanted to fly his family to South Korea to see his friends. He thought he’d found flights using a well-known travel search engine – and after ... (3 pages)View decision -
Decision Reference DRN-5470789
17 Sep 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5470789 The complaint Mrs G complains that Nationwide Building Society was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. She also wants any adverse information removed from her credit file. Mrs G is repres... (3 pages)View decision -
Decision Reference DRN-5500296
17 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5500296 The complaint Mr H is unhappy that Bank of Scotland plc trading as Halifax won’t reimburse money he lost to a scam. The complaint is brought on Mr H’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so ... (5 pages)View decision -
Decision Reference DRN-5666043
17 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5666043 The complaint Mrs S has complained about the amount Acromas Insurance Company Limited has paid in settlement of her motor insurance claim. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in d... (2 pages)View decision -
Decision Reference DRN-5767395
17 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5767395 The complaint Mr W complains that Lendable Ltd provided him with a personal loan that he couldn’t reasonably afford to repay. What happened In August 2020, Mr W successfully applied to Lendable for a £6,500 personal loan which was to be used for debt consolidation. Mr W was ... (3 pages)View decision -
Decision Reference DRN-5571874
17 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5571874 The complaint Mr and Mrs B have complained about the standard of workmanship contractors of Liverpool Victoria Insurance Company Limited (“LV”) provided during repairs to their home following a claim. LV accept they are responsible for the actions of their contractors. Any ... (3 pages)View decision