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 381196 results
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Decision Reference DRN-5791784
22 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5791784 The complaint Mr S complains the car he acquired financed through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“VWFS”) was mis-sold to him. What happened In July 2024 Mr S acquired a new car financed through a hire purchase agreement with VWFS. ... (4 pages)View decision -
Decision Reference DRN-5790458
22 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5790458 The complaint Mr G is unhappy that a car supplied to him under a hire agreement with Motability Operations Limited (Motability) was mis sold. When I refer to what Mr G has said and what Motability have said, it should also be taken to include things said on their behalf. W... (3 pages)View decision -
Decision Reference DRN-5808670
22 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5808670 The complaint Mr C complains that Barclays Bank UK PLC delayed the closure of his Everyday Saver Account causing him financial loss. He goes on to say Barclays transferred his funds in New Zealand Dollars rather than sterling, despite his specific instructions, which caused ... (7 pages)View decision -
Decision Reference DRN-5793986
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5793986 The complaint Mr B complains that HSBC UK Bank Plc provided him with incorrect information when he called to close his card which led to him missing payment sand having adverse information reported ion his credit file. What happened Mr B holds a credit card account with HSBC... (2 pages)View decision -
Decision Reference DRN-5658290
22 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5658290 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. Mr C is represented in this complaint. However, for the sake of simplicity in this decision I h... (4 pages)View decision -
Decision Reference DRN-5762770
22 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762770 The complaint and background Mr O N complains on behalf of company “A” that Bank of Scotland plc, won’t reimburse money Mr O N says was lost to a scam. Mr O N has replaced Mr J N as the director of A – however, Mr J N is also bringing this complaint as the party that made t... (3 pages)View decision -
Decision Reference DRN-5690207
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5690207 The complaint Mr V is unhappy that National Westminster Bank Public Limited Company couldn’t make a transfer using telephone banking because he didn’t have a mobile phone. A subsequent transfer was allowed after setting up voice recognition which Mr V thinks should’ve been o... (2 pages)View decision -
Decision Reference DRN-5699241
22 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699241 The complaint Miss C complains that the car she acquired financed through a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. Miss C also complains that Moneybarn took possession of the car. What happened In Decemb... (3 pages)View decision -
Decision Reference DRN-5592550
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5592550 The complaint Mrs and Mr J complain that Lloyds Bank PLC (‘Lloyds’) declined to refund them over £10,000 which they say they lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wh... (5 pages)View decision -
Decision Reference DRN-5771750
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5771750 The complaint Mr P says Santander UK PLC (“Santander”) refuses to refund him for unauthorised transactions on his account. Mr P appointed representatives to assist him in bringing his complaint. However, to keep things simple I have referred to “Mr P” throughout my decision,... (3 pages)View decision
