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 171071 results
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Decision Reference DRN-5590435
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5590435 The complaint Mr and Mrs B complain Lloyds Bank PLC has stopped them making large payments and won’t tell them the reasons why. What happened Mr and Mrs B have a joint account with a substantial balance. Mr and Mrs B say they wanted to make a large payment to one of their da... (2 pages)View decision -
Decision Reference DRN-5362822
1 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5362822 The complaint Miss W complains about the quality of a car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). What happened In September 2020, Miss W signed a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-5316477
1 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5316477 The complaint Mr F complains about a car supplied to him using an hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In February 2024, Mr F acquired a used car using a hire purchase agreement with MotoNovo. The car was almost 10 year... (4 pages)View decision -
Decision Reference DRN-5730367
1 Aug 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5730367 The complaint Mrs O complains that solicitors appointed by HSBC UK Bank Plc completed a re-mortgage without her consent. She asks that this is reversed. What happened Mrs O had a residential mortgage with another lender. In June 2024 she applied to HSBC via a broker for a co... (8 pages)View decision -
Decision Reference DRN-5473212
1 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5473212 The complaint Mr C, through his representative, complains that Specialist Motor Finance Limited (“SMF”) approved a car finance agreement for him which he could not afford. What happened Mr C was approved for car finance by SMF on 30 November 2019. The cash price was £15,500 ... (2 pages)View decision -
Decision Reference DRN-5036749
1 Aug 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5036749 The complaint Miss O’s complaint is, in essence, that Tandem Personal Loans Ltd (trading as Oplo), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2)... (14 pages)View decision -
Decision Reference DRN-5729757
1 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5729757 The complaint Miss R complains The Royal Bank of Scotland, “RBS” didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss R purchased a car from a company I’ll call “C”, paying in part with her RBS debit card. Miss R... (5 pages)View decision -
Decision Reference DRN-5684564
1 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5684564 The complaint Mr P complains about the way in which MBNA Limited administered his account. What happened Mr P held a credit card account with MBNA from October 2019 until January 2025. Mr P’s account fell into persistent debt. On 16 May 2023 MBNA placed a permanent block on ... (2 pages)View decision -
Decision Reference DRN-5689045
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5689045 The complaint Mr W complains that Monzo Bank Ltd unfairly decided to close his account without an explanation why. What happened In April, Monzo wrote to Mr W explaining that it had decided to close his account – the closure took place in June. Mr W complained about the bank... (2 pages)View decision -
Decision Reference DRN-5651821
1 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5651821 The complaint Mrs M is unhappy that Startline Motor Finance Limited (“Startline”) searched her credit report incorrectly. What happened Mrs M contacted Startline in November 2024 to raise concerns about a credit search it carried out in May 2024. She explained that she hadn’... (2 pages)View decision
