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 392389 results
-
Decision Reference DRN-5721204
29 Jul 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5721204 The complaint Mr P complains that Zopa Bank Limited irresponsibly agreed a loan for him. What happened Zopa agreed a loan of £2,000 for Mr P in late May 2021. The total amount owed was £2,260.21, to be repaid at £188.35 a month over 12 months. Mr P met his repayments and th... (3 pages)View decision -
Decision Reference DRN-5614346
29 Jul 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5614346 The complaint Ms K complains that Aioi Nissay Dowa Insurance UK Limited trading as Toyota Motor Insurance (ANDI) charged her incorrect amounts after amending her policy and cancelling it. What happened Ms K took out a policy with ANDI in 2023. In June 2024 the policy auto-re... (4 pages)View decision -
Decision Reference DRN-5721270
29 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5721270 The complaint Ms H complained because Royal & Sun Alliance Insurance Limited (“RSA”) declined her buildings insurance claim. What happened Ms H made a claim for a damaged cupboard unit. It had been fixed to the wall and it came crashing down on to the tiled floor. She t... (3 pages)View decision -
Decision Reference DRN-5665574
29 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5665574 The complaint Mr O complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In November 2023, Mr O acquired a used car using a hire purchase agreement with Black Horse. The car was almost four ye... (4 pages)View decision -
Decision Reference DRN-5721137
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5721137 The complaint Miss B complains that CA Auto Finance UK Ltd (CA Auto) supplied her with a used car under a personal contract purchase (PCP) agreement that was of unsatisfactory quality and had parts that weren’t made by the original manufacturer. What happened Miss B took ou... (7 pages)View decision -
Decision Reference DRN-5241181
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5241181 The complaint Mr E complains that Santander UK Plc won’t refund money he lost when he was a victim of an investment scam. Mr E is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (5 pages)View decision -
Decision Reference DRN-5721119
29 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5721119 The complaint Miss B complains about a car supplied to her using a hire purchase agreement taken out with Tandem Motor Finance Limited (“TMFL”). What happened Miss B referred a complaint to us along with her representative. As the complainant is Miss B, for ease, I have add... (5 pages)View decision -
Decision Reference DRN-5719083
29 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5719083 The complaint Mr M complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) didn’t remove his mobile number from his contact information as requested, which led to Mr M being worried about a potential security breach on his credit card account. Mr M wants Tesco t... (3 pages)View decision -
Decision Reference DRN-5612432
29 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5612432 The complaint Mr and Mrs A complain that Barclays Bank UK PLC mis-sold them a mortgage with a Mortgage Current Account Reserve facility (reserve facility). What happened In 2011, Mr and Mrs A took a mortgage with Barclays on its recommendation to increase their mortgage from... (2 pages)View decision -
Decision Reference DRN-5513441
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5513441 The complaint Mr G is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance Ltd (‘CAF’) was of an unsatisfactory quality. What happened On 15 May 2024, Mr G was supplied with a used car through a personal contract purchase agre... (4 pages)View decision