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-5206806
13 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5206806 The complaint Mrs H complains about the way that Marsh Finance Limited has dealt with the arrears that were due from her for a hire purchase agreement under which a car had been supplied to her. What happened A used car was supplied to Mrs H under a hire purchase agreement w... (2 pages)View decision -
Decision Reference DRN-5069971
13 Jun 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5069971 The complaint L complains New Wave Capital Limited trading as Capital on Tap wouldn’t refund a transaction on the company’s account that its director says it didn’t make or authorise. L is represented by Mr L. What happened L disputed a payment to a holiday company on 18 J... (3 pages)View decision -
Decision Reference DRN-5478554
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5478554 The complaint Mr B complains about HSBC UK Bank Plc trading as First Direct. He says that First Direct didn’t do enough when it allowed an account to be opened by a fraudster to which he made payments. What happened In March 2022 Mr B loaned an individual I will refer to as ... (2 pages)View decision -
Decision Reference DRN-5217481
13 Jun 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5217481 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) plc, trading as Redline Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr G under a hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5534544
13 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5534544 Complaint Mr E complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In October 2017, Moneybarn... (3 pages)View decision -
Decision Reference DRN-5580329
13 Jun 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5580329 The complaint Ms H complains that National Savings and Investments (NS&I) makes it difficult for her to make transfers over the telephone and online. She’d like them to change the way they complete customer authentication. NS&I made an offer of £50 to Ms H as they co... (2 pages)View decision -
Decision Reference DRN-5600732
13 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5600732 The complaint Mr B complains about the payment that he’s been asked to make to RCI Financial Services Limited, trading as Renault Finance, to voluntarily terminate the hire purchase agreement under which a car had been supplied to him. Mr B is being helped with his complaint... (3 pages)View decision -
Decision Reference DRN-5597320
13 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5597320 The complaint Mr E complains about American Express Services Europe Limited’s response to a chargeback claim that he made for the money that he’d paid for a beard trimmer. What happened Mr E used his American Express credit card in May 2024 to pay £33.33 for a beard trimmer.... (3 pages)View decision -
Decision Reference DRN-5564262
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5564262 The complaint Mr G complains that Santander UK Plc irresponsibly provided him with credit. Mr G is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr G himself. What happened Santander provided M... (4 pages)View decision -
Decision Reference DRN-5140852
13 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5140852 Complaint Mr M and Ms M are unhappy that Nationwide Building Society didn’t reimburse them after they reported falling victim to fraud. Background In 2020, Mr M and Ms M were offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a... (4 pages)View decision
