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 369227 results
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Decision Reference DRN-5540844
13 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5540844 Complaint Miss H has essentially complained that Lloyds Bank PLC (“Lloyds”) unfairly provided her with an overdraft that was unaffordable. She has also said that she was overcharged for using her overdraft. Background Miss H was initially provided with an overdraft that had... (6 pages)View decision -
Decision Reference DRN-5591440
13 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5591440 Complaint Mr N is unhappy that Hyundai Capital UK Limited (trading as “Kia Finance”) paid his broker commission for arranging a conditional sale agreement to facilitate his purchase of a car. He says that any commission was not disclosed to him and paid without his consent. ... (3 pages)View decision -
Decision Reference DRN-5589293
12 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5589293 The complaint Mr G complains that he’s been trying to set up a payment plan with NewDay Ltd trading as Pulse but has been unable to do so. What happened Mr G complains that he’s been trying to set up a payment plan with NewDay but has been unable to do so. He says he’s been ... (3 pages)View decision -
Decision Reference DRN-5592634
12 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5592634 The complaint Mr A complains that the car he acquired through Moneybarn No. 1 Limited (“Moneybarn”) wasn’t of satisfactory quality. He wants to reject the car and cancel the credit agreement. What happened Mr A entered into a conditional sale agreement in January 2024 to acq... (4 pages)View decision -
Decision Reference DRN-5621849
12 Jun 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5621849 The complaint Miss O complains about a car supplied under a hire purchase agreement, provided by Advantage Finance Ltd (‘AFL’). What happened Around May 2024 Miss O acquired a used car under a hire purchase agreement with AFL. The car is listed with a cash price of £6,995 on... (8 pages)View decision -
Decision Reference DRN-5415515
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5415515 The complaint Mr F is unhappy that a car supplied to him under a Personal Contract Purchase agreement with CA Auto Finance UK Ltd (“CA Auto”) was of an unsatisfactory quality. When I refer to what Mr F has said and what CA Auto has said, it should also be taken to include t... (4 pages)View decision -
Decision Reference DRN-5367476
12 Jun 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5367476 The complaint Mr G has complained that MetLife Europe d.a.c. declined a claim he made on an accident and health insurance policy. Mr G has been represented in making this complaint. However, for the purposes of this decision, I will just be referring to Mr G. What happened... (3 pages)View decision -
Decision Reference DRN-5583734
12 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5583734 The complaint Mr H complains that he was incorrectly advised that he would be eligible for a welcome bonus on a credit card from American Express Services Europe Limited (AESEL). What happened Mr H is unhappy that he didn’t receive a welcome bonus of 20,000 points when he ap... (2 pages)View decision -
Decision Reference DRN-5601853
12 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5601853 The complaint Mr M and Mrs M complain that Admiral Insurance (Gibraltar) Limited declined their travel insurance policy claim, mis-sold the policy to them and failed to respond to their complaint. My references to Admiral include its agents. What happened Mr M and Mrs M boug... (7 pages)View decision -
Decision Reference DRN-5375629
12 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5375629 The complaint Mr S complains about the way that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has dealt with the payments that he’s made to it under a conditional sale agreement. What happened I issued a provisional decision on this complaint last month... (5 pages)View decision
