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-5512389
11 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5512389 The complaint Mr J has complained about charges made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of his car hire agreement. What happened Mr J entered into a car hire agreement with MBFS. But, at the end of the agreement, when he returned the car, he w... (2 pages)View decision -
Decision Reference DRN-5423690
11 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5423690 The complaint Mr H, through his representative, complains that Moneybarn No. 1 Limited lent to him irresponsibly by approving car finance for him. What happened On 8 December 2020 Mr H agreed to pay for finance arranged by Moneybarn to pay for a car. The total to repay was £... (3 pages)View decision -
Decision Reference DRN-5363149
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363149 The complaint Mr D complains about the way Nationwide Building Society (‘Nationwide’) handled his request for a refund. What happened As both parties are aware of the background to this complaint, I’ve summarised it here. This simply reflects our informal remit. In July 202... (2 pages)View decision -
Decision Reference DRN-5720234
11 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5720234 The complaint This complaint is about an expired interest-only mortgage Mrs and Mr K hold with Bank of Scotland plc trading as Halifax. The essence of the complaint is that Mrs and Mr K believes Halifax is harassing them to repay the mortgage, and are unhappy that it has co... (3 pages)View decision -
Decision Reference DRN-5683015
11 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5683015 The complaint Mrs S and Mr S complain about how esure Insurance Limited (esure) declined a claim under their motor insurance policy for damage to their vehicle from a gate in a storm. References to esure in this decision include their agents. What happened In November 2023... (3 pages)View decision -
Decision Reference DRN-5680719
11 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5680719 The complaint Mrs P and Mr P complain about esure Insurance Limited (“EIL”) and the decision to decline the claim they made on their home insurance policy, after the roof above their indoor pool was damaged. Mr P has acted as the main representative during the claim and comp... (4 pages)View decision -
Decision Reference DRN-5691390
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5691390 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says NewDay approved a credit card account for him in January 2021 with a credit limit of £90... (3 pages)View decision -
Decision Reference DRN-5601520
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5601520 The complaint Mr C complains that American Express Services Europe Limited (“ASEL”) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In February 2022 Mr C purchased a piece of furniture from a retailer at a cost of £581.25. This was a disc... (3 pages)View decision -
Decision Reference DRN-5516348
11 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5516348 The complaint Miss L complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“SMFL”). What happened In June 2022, Miss L acquired a used car using a hire purchase agreement with SMFL. The car was over four years ... (4 pages)View decision -
Decision Reference DRN-5595395
11 Aug 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5595395 The complaint Mr and Mrs B complain that Charter Court Financial Services Limited, trading as Precise Mortgages, changed some of the terms of a bridging loan after issuing a decision in principle. Their broker brings the complaint on their behalf. What happened Mr and Mrs B ... (3 pages)View decision
