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
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Decision Reference DRN-5382133
8 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5382133 The complaint Mr E is a customer of Wise Payments Limited (“Wise”). Mr E’s complaint is about Wise’s refusal to reimburse him money he says he lost due to a scam. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat... (5 pages)View decision -
Decision Reference DRN-5328505
8 Mar 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5328505 The complaint Mr R complains about the amount that he’s been charged by Amplifi Capital (U.K.) Limited, trading as My Community Finance, to settle a loan agreement. What happened My Community Finance lent £15,000 to Mr R under a fixed sum loan agreement that he entered into ... (3 pages)View decision -
Decision Reference DRN-5274058
8 Mar 2025 The Co-operative Bank Plc UpheldConsumer CreditDRN-5274058 The complaint Mr H complains about a search of his credit file that was made by The Co-operative Bank plc. What happened Mr H has a bank account with Co-op Bank. He received a notification from a credit reference agency that a new “identification generic check search” by Co-... (3 pages)View decision -
Decision Reference DRN-5382071
8 Mar 2025 Specialist Lending Limited UpheldConsumer CreditDRN-5382071 The complaint and what happened Mrs B complains that Specialist Lending Limited, trading as Duologi, (“Duologi”), lent to her irresponsibly and without carrying out proper affordability checks. She also complains about its response to a claim she made under Section 75 (‘s.75... (4 pages)View decision -
Decision Reference DRN-4910815
7 Mar 2025 Borderway Finance Limited Not upheldConsumer CreditDRN-4910815 The complaint Mr T complains Borderway Finance Limited (Borderway) supplied a vehicle under a hire purchase agreement which wasn’t of satisfactory quality. What happened Mr T entered into a hire purchase agreement with Borderway in October 2022 in order to acquire a used ve... (5 pages)View decision -
Decision Reference DRN-5304149
7 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5304149 The complaint Mr A complains that Aviva Insurance Limited (“Aviva”) has unfairly declined a claim he made under his motor insurance policy, following a collision. What happened Mr A reported a road traffic collision, which occurred on 1 December 2023, to his car insurer, Avi... (3 pages)View decision -
Decision Reference DRN-5112676
7 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5112676 The complaint Mr K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In June 2023 Mr K entered into a two-year fixed sum loan agreement wi... (5 pages)View decision -
Decision Reference DRN-5337528
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5337528 The complaint Mr S complains Santander UK Plc (“Santander”) unfairly applied an adverse fraud marker against him in 2022. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting o... (3 pages)View decision -
Decision Reference DRN-5197714
7 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5197714 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. What happened Mr C acquired a used car financed through a hire purchase agreement with SMFL which h... (5 pages)View decision -
Decision Reference DRN-5108867
7 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5108867 The complaint Mr V complains about the quality of the car he acquired through a hire purchase agreement with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr V acquired a car in December 2022 through CA Auto. It was around two years old and had covered less than 7,000 mi... (5 pages)View decision