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 374385 results
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Decision Reference DRN-5743142
13 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5743142 The complaint Mr F complains that Madison CF UK Limited trading as 118 118 Money (118 118 Money) didn’t sufficiently check whether he could afford to sustain the repayments when they agreed to lend to him. In bringing his complaint Mr F is represented by a third party. For e... (3 pages)View decision -
Decision Reference DRN-5751997
13 Aug 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5751997 The complaint Mr M and Mrs P complains that Hargreaves Lansdown Asset Management Limited (“HL”) unfairly prevented them from investing in US shares on its platform. What happened In November 2023, HL contacted Mr M and Mrs P to request they renew their W-8BEN forms, which es... (3 pages)View decision -
Decision Reference DRN-5214076
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5214076 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement (HPA) financed by Volkswagen Financial Services (UK) Limited (VWFS). What happened In October 2023, Mr M acquired a used car through a HPA, financed by VWFS. The car wa... (4 pages)View decision -
Decision Reference DRN-5746903
13 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5746903 The complaint Mr D has complained about the failure of The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) to manage his pension funds after he transferred out of his defined- benefit (‘DB’) occupational pension scheme to a self-invested personal pensio... (11 pages)View decision -
Decision Reference DRN-4991736
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4991736 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement (HPA) financed by Volkswagen Financial Services (UK) Limited (VWFS). What happened In October 2023, Mr M acquired a used car through a HPA, financed by VWFS. The car wa... (4 pages)View decision -
Decision Reference DRN-5227920
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5227920 The complaint Mr A complains that Revolut Ltd won’t refund money he lost to a scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened The background to this complaint is well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5682569
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5682569 The complaint Mr T complains that Starling Bank Limited recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In November 2021 Starli... (3 pages)View decision -
Decision Reference DRN-5658106
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5658106 The complaint Miss L complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (who I’ll call VWFS) took a balloon payment when they’d agreed not to. What happened Miss L took receipt of a used car in February 2021 and financed the deal th... (2 pages)View decision -
Decision Reference DRN-5750839
13 Aug 2025 Apfin Ltd UpheldConsumer CreditDRN-5750839 The complaint Miss M argues that APFIN LTD trading as cashasap.co.uk (referred to as “cashasap” throughout) gave her three loans she couldn’t afford to repay. What happened cashasap gave Miss M the following three instalment loans: • Loan one - £300 loan in October 2021 rep... (3 pages)View decision -
Decision Reference DRN-5734905
13 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5734905 The complaint Mr A complains that a car acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality at the point of supply. He also believes it was misrepresented to him. What happened Both parties are familiar wit... (4 pages)View decision
