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-5656090
24 Aug 2025 Arval UK Limited Not upheldConsumer CreditDRN-5656090 The complaint Mr B complains that Arval UK Limited (Arval), trading as Hyundai Contract Hire, were unreasonable to pay parking charges on his behalf. What happened In November 2022 Mr B took receipt of a car. He financed the deal through a hire agreement with Arval. In Septe... (2 pages)View decision -
Decision Reference DRN-5660012
24 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5660012 The complaint Mr T complains about charges he has been asked to pay by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (‘VWFS’) since he returned a car he was financing through an agreement with them. What happened The detailed background to t... (2 pages)View decision -
Decision Reference DRN-5352540
23 Aug 2025 Eastwood Financial Solutions Ltd UpheldInvestmentsDRN-5352540 The complaint Mrs M complains Eastwood Financial Solutions Ltd (“EFS”) was responsible for a security breach by virtue of which fraudsters accessed personal data and attempted to withdraw funds from an ISA she held on a third-party platform. Mrs M says neither EFS nor the IS... (5 pages)View decision -
Decision Reference DRN-5734559
23 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5734559 The complaint Mr D is unhappy that he was not able to extend an agreement for a car supplied to him under a personal contract purchase (hire purchase) agreement with Mercedes-Benz Financial Services UK Limited (MBFS). When I refer to what Mr D has said and what MBFS have s... (3 pages)View decision -
Decision Reference DRN-5684802
23 Aug 2025 First Rate Exchange Services Ltd Not upheldBanking and PaymentsDRN-5684802 The complaint Mr P complains that First Rate Exchange Services Ltd has not delivered his currency that he bought from it. What happened Mr P says he bought £500 worth of Euros from First Rate in December 2023. He says the money was not delivered which meant he made a number ... (2 pages)View decision -
Decision Reference DRN-5567278
22 Aug 2025 HDI Global SE Not upheldInsuranceDRN-5567278 The complaint Mrs H has complained that her escape of water claim was unfairly declined by HDI Global SE (“HDI”). Mrs H has been represented throughout this complaint, but for simplicity I’ll refer to the representative’s comments as Mrs H’s own. Any reference to HDI in this... (4 pages)View decision -
Decision Reference DRN-4604301
22 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4604301 The complaint Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint Mrs M and her partner, Mr M, purchased membership of a timesh... (7 pages)View decision -
Decision Reference DRN-5382340
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5382340 The complaint Mrs N and Mr S complain Santander UK Plc won’t refund the money they lost when Mr S fell victim to a scam. What happened Mr S has reported that he started speaking to an individual who he thought was a “trading expert” in early 2024. They built up a friendship ... (3 pages)View decision -
Decision Reference DRN-5382316
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5382316 The complaint Mrs N and Mr S complain HSBC UK Bank Plc won’t refund the money they lost when Mr S fell victim to a scam. What happened Mr S has reported that he started speaking to an individual who he thought was a “trading expert” in early 2024. They built up a friendship ... (3 pages)View decision -
Decision Reference DRN-5771485
22 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5771485 The complaint Mrs S complains Lloyds Bank PLC lent to her irresponsibly when they approved her applications for overdrafts on her accounts. She also says they failed to adequately monitor her use of those overdrafts. What happened Mrs S complains about Lloyds’ lending decis... (5 pages)View decision
