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 162956 results
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Decision Reference DRN-5520148
13 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5520148 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with Specialist Motor Finance Limited is of unsatisfactory quality. What happened In September 2023 Miss M entered into a hire purchase agreement with Specialist Motor Finance Limited ... (6 pages)View decision -
Decision Reference DRN-5243840
13 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5243840 The complaint Mr T complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr T has explained that between ... (2 pages)View decision -
Decision Reference DRN-5624315
13 Jun 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5624315 The complaint Mr M complains about the quality of a used car he acquired from Close Brothers Limited (“Close Brothers”). What happened Mr M entered into a conditional sale agreement with Close Brothers for the supply of a used car on 18 March 2023. The car was around 6.5 yea... (4 pages)View decision -
Decision Reference DRN-5354992
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5354992 The complaint The estate of the late Mr H complains that Revolut Ltd failed to stop Mr H from being the victim of a scam. The estate is being represented by a claims management company, but for ease of reading I’ll refer to the estate and late Mr H in my decision. What hap... (3 pages)View decision -
Decision Reference DRN-5623611
13 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5623611 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (22 pages)View decision -
Decision Reference DRN-5318126
13 Jun 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5318126 The complaint Mr D, through his representative, complains that Loans 2 Go Limited lent to him when he could not afford it and so lent to him irresponsibly. What happened Mr D took two loans. The table gives a summary. Loan Approved Amount and term Repayment terms Status 1 3 ... (4 pages)View decision -
Decision Reference DRN-5561199
13 Jun 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5561199 The complaint Mr K complains that HSBC UK Bank Plc unfairly defaulted his personal loan and his credit card. What happened Mr K held a personal loan and a credit card account with HSBC. Around July 2024, Mr K was made redundant from his job; he told HSBC about this shortly ... (3 pages)View decision -
Decision Reference DRN-5593858
13 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5593858 The complaint Mr B complains about the service provided by TSB Bank plc (TSB) when he wanted to move money between his TSB accounts and the payment was repeatedly blocked. To put things right Mr B would like TSB to pay him more substantial financial redress than it has done... (4 pages)View decision -
Decision Reference DRN-5530853
13 Jun 2025 EE Limited Not upheldConsumer CreditDRN-5530853 The complaint Mrs D complains about a fixed sum loan agreement with EE Limited, that was used to buy a brand new mobile telephone device. What happened In October 2024, Mrs D contacted EE to upgrade her existing mobile telephone handsets. After talking to an advisor, she too... (3 pages)View decision -
Decision Reference DRN-5415621
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5415621 The complaint Miss H complains Revolut Ltd hasn’t refunded payments she lost to a scam. What happened In March 2024, Miss H received a call saying her bank account had been compromised, and she needed to move her funds elsewhere to keep them safe. On the instructions of the ... (2 pages)View decision
