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 171073 results
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Decision Reference DRN-5422903
19 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5422903 The complaint Mrs L complains that a car that was supplied to her under a hire agreement with Volkswagen Financial Services (UK) Limited, trading as Seat Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mrs L under a hire agreement ... (3 pages)View decision -
Decision Reference DRN-5751305
19 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5751305 The complaint Miss R complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her brother. What happened A used car was supplied to Miss A under a hire purc... (3 pages)View decision -
Decision Reference DRN-5551448
19 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5551448 The complaint Miss K complains that PayPal UK Ltd (PayPal) won’t refund the money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (4 pages)View decision -
Decision Reference DRN-5558384
19 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5558384 The complaint Mr K complains that Monzo Bank Ltd won’t refund payments made as a result of a scam. What happened • In August 2024, Mr K made two payments to legitimate travel agents totalling £728.33, having been led to believe that a company, which I’ll call B, was arrangin... (2 pages)View decision -
Decision Reference DRN-5625505
19 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5625505 The complaint Mrs B complains that the car she acquired through Black Horse Limited (“BHL”) wasn’t of satisfactory quality. Although she’s voluntarily terminated the agreement, Mrs B wants to be compensated for the period she was without the car. What happened Mrs B entered ... (3 pages)View decision -
Decision Reference DRN-5640263
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5640263 The complaint Mrs T and Mr M have complained that Barclays Bank UK PLC hasn’t refunded money to their current account, after four payments were mistakenly sent to a third party’s account. What happened Mrs T had an e-savings account with Barclays, which she closed in 2011. H... (2 pages)View decision -
Decision Reference DRN-5589759
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5589759 The complaint Mr B complains that HSBC UK Bank Plc won’t refund all the payments he made as a result of an investment scam. What happened Mr B was the victim of a crypto investment scam involving the following payments with his HSBC account: Ref Date Description Amount 1 7... (3 pages)View decision -
Decision Reference DRN-5505210
19 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5505210 The complaint Miss G complains that a car supplied to her under a hire agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (NVS) is of unsatisfactory quality. What happened In December 2024, Miss G took delivery of a brand-new vehicle acquired thr... (3 pages)View decision -
Decision Reference DRN-5764456
19 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5764456 The complaint Ms C and Mr C complain Bank of Scotland plc trading as Halifax, have been sending correspondence with errors. For ease I will mostly refer to Ms C in my decision, as she has been dealing with this matter. What happened A summary of what happened is below. Halif... (2 pages)View decision -
Decision Reference DRN-5763012
19 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5763012 The complaint Mr B complains that the car supplied to him by Mercedes-Benz Financial Services UK Limited (“MBFS”) is not of satisfactory quality. What happened Mr B was supplied with a new car by MBFS in March 2023. This was supplied on a hire purchase agreement for four yea... (7 pages)View decision
