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 380712 results
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Decision Reference DRN-5694482
29 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5694482 The complaint Miss T complains that the benefits of switching to an electric vehicle were misrepresented to her. Because the car was financed under a hire purchase agreement with BMW Financial Services (GB) Limited (which I’ll call Alphera), she says that it is responsible a... (3 pages)View decision -
Decision Reference DRN-5846721
29 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5846721 The complaint Mrs M has complained about a mortgage that she held with Bank of Scotland plc trading as Halifax. She’s said that whilst she took out the original mortgage (in 2002), the two further advances (in 2008 and 2009) and remortgage (in 2017) were taken without her kn... (5 pages)View decision -
Decision Reference DRN-5879615
29 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5879615 The complaint Mr A complains about the sale of a car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFSL’). Mr A says that the car was sold by VWFSL for too little, and this has caused him a... (3 pages)View decision -
Decision Reference DRN-5913734
29 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5913734 The complaint Ms R complains about poor service and a lack of advice and support from National Westminster Bank PLC regarding her buy to let mortgage after her local council said her property was to be demolished. She asks that NatWest refunds mortgage payments made since 20... (4 pages)View decision -
Decision Reference DRN-5615474
29 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5615474 The complaint Mrs W complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘NF’) handled a claim she brought to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It ... (4 pages)View decision -
Decision Reference DRN-5758987
29 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5758987 The complaint Mr E complains about the valuation placed on his vehicle by Admiral Insurance (Gibraltar) Limited (“Admiral”) following a claim he made under his motor insurance policy. What happened Mr E held a motor insurance policy underwritten by Admiral. He contacted them... (3 pages)View decision -
Decision Reference DRN-5790530
29 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5790530 The complaint Ms O has complained that American Express Services Europe Limited “AmEx” decline her claim for money back in relation to a set of window blinds she bought using her AmEx credit card. What happened Ms O bought some window blinds from a supplier (who I’ll refer ... (5 pages)View decision -
Decision Reference DRN-5581634
29 Oct 2025 Lendable Ltd UpheldConsumer CreditDRN-5581634 The complaint Miss S is complaining that Lendable Ltd lent to her irresponsibly by providing her with two personal loans. What happened In January 2023, Lendable approved Miss S’s application for a £1,280 loan. The agreement required her to make 12 monthly repayments of arou... (4 pages)View decision -
Decision Reference DRN-5878877
29 Oct 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5878877 The complaint Mr M complains that Admiral Financial Services Limited charged him further interest on his loan account in August 2025, having previously agreed to freeze all future interest. What happened Mr M held a personal loan account with Admiral. In early 2025, Mr M ra... (2 pages)View decision -
Decision Reference DRN-5798817
29 Oct 2025 GRATTAN PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5798817 The complaint Mrs K complains that Grattan Plc trading as Kaleidoscope (Grattan) irresponsibly agreed to a revolving credit facility she couldn’t afford. What happened Around August 2022 Mrs K applied for a revolving credit facility (catalogue account) with Grattan. Her appl... (3 pages)View decision
