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-5619555
12 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5619555 The complaint Mr D complains about a car supplied to him using a conditional sale agreement taken out with Hyundai Capital UK Limited (“Hyundai”). What happened In July 2024, Mr D acquired a used car using a conditional sale agreement with Hyundai. The car was around five y... (4 pages)View decision -
Decision Reference DRN-5473332
12 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5473332 The complaint Miss M complains that Guavapay Limited unfairly restricted her account and withheld some of her funds after deciding to close the account. What happened Around September last year, Guavapay decided to restrict Miss M’s account and later in October, it closed th... (3 pages)View decision -
Decision Reference DRN-5619506
12 Jun 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5619506 The complaint Miss M complains Capquest Debt Recovery Ltd trading as Erudio Student Loans failed to correctly defer her student loans, leading to arrears outstanding. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’... (4 pages)View decision -
Decision Reference DRN-5616440
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5616440 The complaint U, a limited company, complains HSBC UK Bank Plc closed its account, returned a refund and won’t pay it the proceeds. U is represented by Mr G, a director. What happened U wasn’t trading, and HSBC contacted it to carry out a safeguarding, or know your custome... (5 pages)View decision -
Decision Reference DRN-5596587
12 Jun 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5596587 The complaint Mr K complains about the administration of a hire purchase agreement he had with STARTLINE MOTOR FINANCE LIMITED (‘Startline’). Mr K says a default was incorrectly registered against him, and he was given incorrect information about the default process. What h... (5 pages)View decision -
Decision Reference DRN-5426670
12 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5426670 The complaint Ms A complains about how U K Insurance Limited (UKI) handled a claim under her motor insurance policy, following an accident. References to UKI in this decision include their agents. This decision covers Ms A’s complaint brought to this Service in November 20... (3 pages)View decision -
Decision Reference DRN-5619489
12 Jun 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5619489 The complaint Miss W complains Lowell Portfolio I Ltd are: Asking her to repay an amount of debt which is wrong Wrote to an address after she’d asked them not to Requested a Subject Access Request (SAR) which wasn’t completed in time or correctly What happened I issued... (4 pages)View decision -
Decision Reference DRN-5607145
12 Jun 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5607145 The complaint Ms U complains Lowell Portfolio I Ltd have taken action to recover a debt when they shouldn’t have. What happened As I understand it Ms U’s information was passed to a company I’ll refer to as H in error. H incorrectly got a County Court Judgment (CCJ) against ... (3 pages)View decision -
Decision Reference DRN-5211502
12 Jun 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5211502 The complaint Mr H complains that Starling Bank Limited won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Sometime around July 2022, someone Mr H had worked with previously told him about an opportunity to invest with a trading... (8 pages)View decision -
Decision Reference DRN-5619448
12 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5619448 The complaint Mr M has complained about his motor warranty provider Red Sands Insurance Company (Europe) Limited because it declined his claim for two failed turbos. What happened Mr M’s garage contacted Red Sands to make a claim – two of his car’s turbos had failed. The tu... (4 pages)View decision
