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-5743366
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5743366 The complaint A limited company, which I will refer to as B, complains about the avoidance of a motor insurance policy and the decline of a claim by esure Insurance Limited. Mr O, a director of B, brings the complaint on its behalf. What happened The parties are aware of the... (4 pages)View decision -
Decision Reference DRN-5368565
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5368565 The complaint Mr C is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money paid to a third party for buildings work. What happened I’m not going to cover all the points raised in detail. The view of 24 February 2025 covered the details of Mr C’s testimony. ... (3 pages)View decision -
Decision Reference DRN-5561683
22 Aug 2025 JCT600 Limited Not upheldInsuranceDRN-5561683 The complaint Mr C complains that JCT600 Limited trading as Doncaster Audi (“JCT”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission.... (3 pages)View decision -
Decision Reference DRN-5772647
22 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5772647 The complaint Mr F1 complains Cabot Credit Management Group Limited won’t negotiate and agree a settlement figure for two debts in his name. He also says Cabot haven’t been transparent for this or given good reasons. Mr F1 is Mr F2’s son – and as I understand it has given pe... (3 pages)View decision -
Decision Reference DRN-5749218
22 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5749218 The complaint Mrs M complains that Tandem Motor Finance Limited (“TMF”) treated an overpayment she made in 2024 to her finance agreement, as part of a full settlement. This led to them taking unnecessary payments from her. Mrs M also says TMF has failed to provide an accurat... (6 pages)View decision -
Decision Reference DRN-5625387
22 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5625387 The complaint Mr E complains that Creation Consumer Finance Ltd (“Creation”) applied interest to a Buy Now Pay Later (BNPL) purchase he made using credit provided by them. What happened Mr E has a running account credit agreement with Creation. On 28 November 2023, he purcha... (3 pages)View decision -
Decision Reference DRN-5770862
22 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5770862 The complaint Mr C complains about the way NewDay Ltd handled his request for a refund. What happened In September 2024, Mr C contacted NewDay to raise a dispute for a transaction he made on his NewDay credit card in June 2024 for £779. This was for issues he experienced dur... (2 pages)View decision -
Decision Reference DRN-5427005
22 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5427005 The complaint Miss S complains that a car she acquired using a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (“LRFS”) was of unsatisfactory quality. What happened In February 2021, Miss S acquired a used car using a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5396622
22 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5396622 The complaint Mrs W complains that a car she acquired using a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (“MBFS”) was of unsatisfactory quality when it was supplied to her. What happened In March 2022, Mrs W acquired a used car using a hire pur... (3 pages)View decision -
Decision Reference DRN-5158403
22 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5158403 The complaint Miss W complains that her details were used fraudulently to put in place a finance agreement with Creation Consumer Finance Ltd (“Creation”). What happened On 21 February 2024, Miss W agreed to proceed with the supply of a kitchen from a company I’ll call ‘K’. ... (3 pages)View decision
