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 388057 results
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Decision Reference DRN-5565234
13 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5565234 The complaint Mrs G is unhappy that a car supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) was of an unsatisfactory quality. She is also unhappy that they refused to refinance the fina... (4 pages)View decision -
Decision Reference DRN-5852289
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5852289 The complaint Mrs J complains about the customer service she received from Lloyds Bank Plc (‘Lloyds’) in relation to a cash withdrawal made in branch. What happened Mrs J had a current account with Lloyds. In August 2024 Mrs J attended branch alongside a builder to make a c... (5 pages)View decision -
Decision Reference DRN-6074003
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6074003 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (5 pages)View decision -
Decision Reference DRN-6002194
13 Jan 2026 First Central Underwriting Limited Not upheldInsuranceDRN-6002194 The complaint Mrs M has complained about First Central Underwriting Limited’s service in connection with a claim she made on her motor insurance policy. In particular she is unhappy that First Central caused delays, did not deem her car to be a total loss; did not compensate... (4 pages)View decision -
Decision Reference DRN-6023795
13 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6023795 The complaint Mr W complained that Advantage Insurance Company Limited cancelled his motor insurance policy. What happened Advantage said that Mr W hadn’t disclosed that he had a second occupation as a delivery driver. And if they had known about that, they wouldn’t have ins... (3 pages)View decision -
Decision Reference DRN-6055952
13 Jan 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-6055952 The complaint Mr and Mrs S complain that Bank of Ireland (UK) Plc unfairly declined to extend the term of their interest only mortgage. What happened Mr and Mrs S took out an interest only mortgage with Bank of Ireland in 2004. The term expired in January 2025. Bank of Irela... (2 pages)View decision -
Decision Reference DRN-6040513
13 Jan 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6040513 The complaint Mr B complains about the quality of a car he acquired under a hire purchase agreement with Oodle Financial Services Limited (Oodle). When I refer to what Mr B and Oodle said or did, it should also be taken to include things said or done on their behalf. What ... (5 pages)View decision -
Decision Reference DRN-5865159
13 Jan 2026 EE Limited UpheldConsumer CreditDRN-5865159 The complaint Mr B complains that EE Limited (EE) hasn’t done enough to assist him after he says his former partner arranged an early exit from his loan agreement without his permission. What happened Mr B opened an account with EE in October 2018. In May 2024 he took out a ... (3 pages)View decision -
Decision Reference DRN-5922111
13 Jan 2026 Wakam UK Limited UpheldInsuranceDRN-5922111 The complaint Mr B complains about the settlement that Wakam UK Limited offered him following the total loss of his car. He wants it to pay him a fair settlement. He’s also unhappy with the level of service it provided. What happened Mr B’s car was damaged by fire and decla... (3 pages)View decision -
Decision Reference DRN-5958508
13 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5958508 The complaint Mr H complains that Santander UK Plc treated him unfairly and unreasonably when it blocked his account while carrying out its Know Your Customer (KYC) checks. What happened Mr H’s account was flagged for KYC compliance. Santander asked him to provide identific... (3 pages)View decision