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 375868 results
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Decision Reference DRN-5700761
26 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5700761 The complaint Mr M complains about the quality of a car he has been financing through an agreement with CA AUTO FINANCE UK LTD (CA). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the k... (3 pages)View decision -
Decision Reference DRN-5765829
26 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5765829 The complaint Miss C complains that Creation Consumer Finance Ltd (‘Creation’) sold her credit accounts to another firm (‘L’) without telling her, and restricted her online account access. Miss C would like her distress and inconvenience to be addressed. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5576370
26 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5576370 The complaint Mr R complains Lowell Portfolio I Ltd are asking him to repay a debt which is too high as interest and charges had been applied incorrectly. What happened Mr R had a credit card account with a company I’ll refer to as C. After Mr R fell into arrears C sold the ... (2 pages)View decision -
Decision Reference DRN-5750324
26 Aug 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5750324 The complaint Mr and Mrs S complain that the contractual monthly repayment (CMP) for their offset mortgage with Lloyds Bank PLC trading as Lloyds Bank (Lloyds) has increased even though the interest rate has decreased. As a result of this, they believe that the mortgage has ... (5 pages)View decision -
Decision Reference DRN-5078324
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5078324 The complaint Mr L complains Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Around June 2023, Mr L started speaking to someone I’ll refer to as “H” on a dating app. Speaking over several months, H led Mr L to believe they were in a... (3 pages)View decision -
Decision Reference DRN-5752013
26 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5752013 The complaint Mr M’s complaint relates to problems he had with a car supplied to him by CA Auto Finance under a personal contract hire agreement. What happened The facts of this case are familiar to both sides and – in many respects - are not in dispute. With that being the ... (6 pages)View decision -
Decision Reference DRN-5684852
26 Aug 2025 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-5684852 The complaint Mr and Mrs N complain that Quilter Mortgage Planning Ltd (Quilter) mis-led them when they borrowed money to purchase their home. They said they were not told that a drawdown of £10,000 wasn’t available to them and had they of been, they may not have decided to ... (3 pages)View decision -
Decision Reference DRN-5775292
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5775292 The complaint Ms K complains that Santander UK Plc won’t refund the money she lost as the result of a scam. She also complains about some transactions and a payment mandate on her account. What happened In June 2024 Ms K was contacted by someone who claimed to be from Santan... (7 pages)View decision -
Decision Reference DRN-5748995
26 Aug 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5748995 The complaint Ms M complains about Tesco Underwriting Limited (“TUL”) and their referral to a credit hire provider. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in detail. But to summarise... (5 pages)View decision -
Decision Reference DRN-5553965
26 Aug 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5553965 The complaint Mr D complains ACI-UK Limited said they didn’t know he had a Debt Management Plan (DMP) set up. And despite receiving the agreed payments from the DMP sent a default notice threatening to apply a default on the account. What happened Mr D originally had a loan ... (3 pages)View decision
