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-5391051
28 Apr 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5391051 The complaint Mrs L complains about the amount that she’s been charged by Hyundai Capital UK Limited, trading as Kia Finance Contract Hire, after she returned a car that had been supplied to her under a hire agreement. Mrs L’s son is representing her in this complaint. What ... (3 pages)View decision -
Decision Reference DRN-5497506
28 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497506 The complaint Miss N is unhappy that Barclays Bank UK PLC reported two missed payments to her credit file and reduced her credit limit on her account. What happened Miss N has a credit account with Barclays. In February 2024, Barclays issued a monthly account statement which... (3 pages)View decision -
Decision Reference DRN-5510508
28 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5510508 The complaint Mr T complains as a former director of and with the consent of a present director of L (Mr S), a company, that Santander UK Plc delayed in processing the removal of his name from the company bank account. What happened I understand, from Companies House records... (2 pages)View decision -
Decision Reference DRN-5505936
28 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5505936 Complaint Mr M is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background Mr M saw an advert on social media promoting an investment opportunity. He remembers it appearing professional and said it featured a well-known and trusted... (8 pages)View decision -
Decision Reference DRN-5158937
28 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5158937 The complaint Ms B complains that BMW Financial Services (GB) Limited has reported adverse information about her payments under a hire purchase agreement that she used to pay for a car to the credit reference agencies. What happened A new car was supplied to Ms B under a hir... (3 pages)View decision -
Decision Reference DRN-4994356
28 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4994356 The complaint Mr W has complained that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’), has failed to make reasonable adjustments to meet his communication needs. He’s also concerned it hasn’t taken responsibility for calls it’s made. [An audio an... (2 pages)View decision -
Decision Reference DRN-5514672
28 Apr 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5514672 The complaint Mr I complains about the response of Tesco Underwriting Limited (‘Tesco’) to his motor insurance claim. As Tesco are responsible for the actions of their appointed agents, any reference to Tesco in my decision should also be interpreted as covering the actions ... (3 pages)View decision -
Decision Reference DRN-5293170
28 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5293170 The complaint Miss N is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited (Oodle) was of an unsatisfactory quality. What happened In February 2023 Miss N was supplied with a used car through a hire purchase agreement wit... (5 pages)View decision -
Decision Reference DRN-5505270
28 Apr 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5505270 The complaint Ms G is unhappy that Zurich Assurance Limited stopped paying the monthly benefit following a successful claim made on a group income protection insurance policy. What happened Ms G had the benefit of a group income protection insurance policy (‘the policy’). S... (7 pages)View decision -
Decision Reference DRN-5231977
28 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5231977 The complaint Mr G is unhappy HSBC UK Bank Plc (“HSBC”) hasn’t offered him a refund in its capacity as the receiving bank, after he said he was the victim of an Authorised Push Payment (“APP”) scam. Mr G has used a Claims Management Company (CMC) to bring his complaint to bo... (4 pages)View decision