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 381082 results
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Decision Reference DRN-5293470
23 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5293470 The complaint Mr G complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by Lendable Ltd trading as Autolend (Autolend). What happened Around July 2024, Mr G acquired a used car through a HPA, financed by Autolend. The cash p... (3 pages)View decision -
Decision Reference DRN-5637368
23 Jul 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5637368 The complaint Miss R complains that Sainsbury’s Bank Plc irresponsibly provided her with a loan. What happened In March 2022, Miss R applied for a £10,000 loan with Sainsbury’s Bank. The application was approved and the funds drawn down. Some years later, in early 2025, Mi... (3 pages)View decision -
Decision Reference DRN-5631641
23 Jul 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5631641 The complaint Mr P is unhappy that Inclusive Finance Limited, trading as Creditspring, didn’t provide him with a 14-day cooling off period from the day he took a loan with them. What happened Mr P began a paid year-long membership with Creditspring on 18 January 2025 which e... (2 pages)View decision -
Decision Reference DRN-5335680
23 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5335680 The complaint Ms V complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). Ms V has been represented on this complaint. But to keep things simple, I will only refer t... (3 pages)View decision -
Decision Reference DRN-5706634
23 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5706634 The complaint Mr D has complained that Aviva Insurance Limited poorly handled a claim Mrs D as named driver made under his car insurance policy. What happened Mrs D was involved in an incident with another driver in July 2022. She made a claim as named driver under Mr D’s po... (3 pages)View decision -
Decision Reference DRN-5164699
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5164699 The complaint Mr T complains about the actions of Revolut Ltd when he lost money to a scam. Mr T is being represented by a claims management company but for ease of reading I’ll only refer to Mr T. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-5021192
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5021192 The complaint Mr T complains about the actions of Barclays Bank UK PLC when he lost money to a scam. Mr T is being represented by a claims management company but for ease of reading I’ll only refer to Mr T. What happened The detailed background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-5427730
23 Jul 2025 Sky UK Limited Not upheldConsumer CreditDRN-5427730 The complaint Mr W has complained that Sky UK Limited (“Sky”) acted irresponsibly when it provided him with four individual mobile devices, with four separate fixed sum loan agreements, all taken out in July 2024. What happened Mr W applied for four separate contracts for f... (3 pages)View decision -
Decision Reference DRN-5631360
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5631360 The complaint Mr and Mrs J are unhappy with the lack of support provided to them by Bank of Scotland plc trading as Halifax, leading up to and following the end of their mortgage term. What happened Following advice from a third-party broker, Mr and Mrs J took out an interes... (4 pages)View decision -
Decision Reference DRN-5695447
23 Jul 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5695447 The complaint Mr S has complained that Accredited Insurance (Europe) Ltd have unfairly declined the claim he made after he suffered an escape of water. Accredited are the underwriters of this policy i.e. the insurer. Parts of the claim and the complaint have been handled by ... (3 pages)View decision
