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 368546 results
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Decision Reference DRN-5644544
24 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5644544 The complaint London & Colonial Services Limited ('L&C') recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to L&C throughout this decision. Mr M complains that L&C didn’t meet its reg... (70 pages)View decision -
Decision Reference DRN-5570375
24 Jun 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5570375 The complaint Mr B complains about how Lendable Ltd treated him when he was in financial difficulties. What happened Mr B had a credit card account with Lendable. He says he was on a payment plan for a long time and contacted it in November 2024 to ask if it could provide hi... (2 pages)View decision -
Decision Reference DRN-5516904
24 Jun 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5516904 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement with CA Auto Finance UK Ltd (‘CA’). He says the car is now faulty and he would like to return it. He also says that CA shouldn’t have sold him the car due to some medi... (5 pages)View decision -
Decision Reference DRN-5237073
24 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5237073 The complaint Mr H complains that the car he acquired through Mercedes-Benz Financial Services UK Limited (“MBFS”) wasn’t of satisfactory quality. He says he’s had ongoing mechanical issues with the car for a long time and MBFS won’t accept the return of the car or agree to ... (4 pages)View decision -
Decision Reference DRN-5644534
24 Jun 2025 BISL Limited Not upheldInsuranceDRN-5644534 The complaint Mr D’s unhappy with the customer service he received from BISL Limited (“BISL”) after he tried to cancel his motor insurance policy. He says it’s caused him significant upset and the offer of compensation BISL has made doesn’t go far enough to put things right.... (3 pages)View decision -
Decision Reference DRN-5290497
24 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5290497 The complaint Mr A complains about the customer service he received from TSB Bank plc, having raised a chargeback for a transaction made on his debit card. What happened In June 2024, Mr A bought clothes online, paying with his TSB debit card. When the clothes arrived, he s... (3 pages)View decision -
Decision Reference DRN-5625414
24 Jun 2025 Experian Limited UpheldConsumer CreditDRN-5625414 The complaint Miss W complains Experian Limited incorrectly updated her address on her credit file. What happened Around December 2024 Miss W says she was notified by Experian to a change on her credit file and reduction to her credit score. On review she says she found her ... (5 pages)View decision -
Decision Reference DRN-5067775
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5067775 The complaint Ms C complains that Santander UK Plc has declined to reimburse payments she says she made in relation to a scam. What happened While Ms C has a representative in bringing this complaint – for simplicity I’ll refer to Ms C in relation to comments made by her and... (3 pages)View decision -
Decision Reference DRN-5601410
24 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5601410 The complaint Mrs T complains that NewDay Ltd trading as Marbles irresponsibly provided her with an unaffordable credit card. Mrs T’s complaint has been brought to us by a professional representative, but for ease I’ll refer to all submissions as thought they are her own. W... (4 pages)View decision -
Decision Reference DRN-5238030
24 Jun 2025 Social Money Limited Not upheldConsumer CreditDRN-5238030 The complaint Miss C complains about a paralegal training programme that she paid for by taking out a credit agreement with Social Money Limited trading as Payl8r. What happened In June 2024, Miss C says she received an unsolicited sales call from a firm, who I’ll call ‘A’. ... (4 pages)View decision
