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 369227 results
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Decision Reference DRN-5100959
29 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5100959 The complaint Mr C 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 November 2023 Mr C entered into a two-year fixed sum loan agreeme... (3 pages)View decision -
Decision Reference DRN-5294361
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5294361 The complaint Mr A and Ms P complain that Barclays Bank UK PLC (‘Barclays’) as the receiving bank, could’ve prevented the losses they suffered as the result of a scam. What happened In late 2022, Mr A and Ms P contracted a company (who I’ll refer to as L) to complete substa... (3 pages)View decision -
Decision Reference DRN-5515830
29 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5515830 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (20 pages)View decision -
Decision Reference DRN-4909383
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4909383 The complaint Mr A and Ms P complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they say was lost as the result of a scam. What happened Mr A and Ms P were looking for substantial work to be completed on a property and posted an advertisement on a website... (6 pages)View decision -
Decision Reference DRN-5514292
29 Apr 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5514292 The complaint Mr H’s complaint is about a credit card he had with Vanquis Bank Limited. He believes that Vanquis was irresponsible when it decided to provide him with credit as it did not complete affordability checks either when he initially applied or when it later increas... (4 pages)View decision -
Decision Reference DRN-5502246
28 Apr 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5502246 The complaint Mrs R is unhappy that a car supplied to her under a hire purchase agreement with CA Auto Finance UK Limited trading as Fiat Financial Services (‘Fiat’) was of an unsatisfactory quality. What happened In November 2021, Mrs R was supplied with a car through a hi... (4 pages)View decision -
Decision Reference DRN-5372634
28 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5372634 The complaint Mr and Mrs T’s complaint about Nationwide Building Society (NBS) relates to an error by NBS in advising them of the rate they were to pay when porting their mortgage, and also the deduction of an incorrect first payment amount. What happened Mr and Mrs T wante... (3 pages)View decision -
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
