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 400695 results
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Decision Reference DRN-5891908
6 Nov 2025 Bluestone Mortgages Limited Not upheldMortgagesDRN-5891908 The complaint Mrs K complains that Bluestone Mortgages Limited says it can’t set her monthly mortgage payment date to be the very last day of the month. It offered to set it as late as possible, and for her to pay on the last day, but Mrs K says it then wants to charge her e... (3 pages)View decision -
Decision Reference DRN-5785696
6 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5785696 The complaint Mrs W complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. Throughout her complaint, Mrs W has been represented by a member of her family. But, for ease, I’ll just refer to M... (5 pages)View decision -
Decision Reference DRN-5406186
6 Nov 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5406186 The complaint Mr and Mrs W complain that a car supplied to them under a hire purchase agreement with First Response Finance Limited (FRF) was of unsatisfactory quality. What happened In February 2024, Mr and Mrs W acquired a used car through a hire purchase agreement with F... (5 pages)View decision -
Decision Reference DRN-5785695
6 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5785695 The complaint Mr W complains about the balance owed under a conditional sale agreement with Volvo Car Financial Services UK Limited. Throughout his complaint, Mr W has been represented by a member of his family. But, for ease, I’ll just refer to Mr W. What happened In August... (5 pages)View decision -
Decision Reference DRN-5784554
6 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5784554 The complaint Miss W complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance. What happened In October 2023, a conditional sale agreement with Santander was taken out in Miss W’s name. The ag... (5 pages)View decision -
Decision Reference DRN-5811867
6 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5811867 The complaint Mr H has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“NPF”) declined his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr H entered into a fixed sum loan agreement with NPF to fund the ins... (4 pages)View decision -
Decision Reference DRN-5932458
6 Nov 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5932458 The complaint Mr C complains that Phoenix Life CA Limited (“Phoenix”) provided him with unsuitable advice to invest into an endowment savings plan (“the plan”). He says other options such as a Personal Equity Plan (“PEP”). Mr C is represented by a complaint management compan... (3 pages)View decision -
Decision Reference DRN-4627047
6 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4627047 The complaint Mr and Mrs T complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) deci... (10 pages)View decision -
Decision Reference DRN-5911598
6 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5911598 The complaint Mr K complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services (“Alphera”) refused his request to reject a faulty car. What happened In August 2023 Mr K acquired a second hand car at a cost of £12,000 funded by a hire purchase agr... (3 pages)View decision -
Decision Reference DRN-5858080
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5858080 The complaint Mr M is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr M’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (3 pages)View decision