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-5721137
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5721137 The complaint Miss B complains that CA Auto Finance UK Ltd (CA Auto) supplied her with a used car under a personal contract purchase (PCP) agreement that was of unsatisfactory quality and had parts that weren’t made by the original manufacturer. What happened Miss B took ou... (7 pages)View decision -
Decision Reference DRN-5241181
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5241181 The complaint Mr E complains that Santander UK Plc won’t refund money he lost when he was a victim of an investment scam. Mr E is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (5 pages)View decision -
Decision Reference DRN-5721119
29 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5721119 The complaint Miss B complains about a car supplied to her using a hire purchase agreement taken out with Tandem Motor Finance Limited (“TMFL”). What happened Miss B referred a complaint to us along with her representative. As the complainant is Miss B, for ease, I have add... (5 pages)View decision -
Decision Reference DRN-5719083
29 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5719083 The complaint Mr M complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) didn’t remove his mobile number from his contact information as requested, which led to Mr M being worried about a potential security breach on his credit card account. Mr M wants Tesco t... (3 pages)View decision -
Decision Reference DRN-5612432
29 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5612432 The complaint Mr and Mrs A complain that Barclays Bank UK PLC mis-sold them a mortgage with a Mortgage Current Account Reserve facility (reserve facility). What happened In 2011, Mr and Mrs A took a mortgage with Barclays on its recommendation to increase their mortgage from... (2 pages)View decision -
Decision Reference DRN-5513441
29 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5513441 The complaint Mr G is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance Ltd (‘CAF’) was of an unsatisfactory quality. What happened On 15 May 2024, Mr G was supplied with a used car through a personal contract purchase agre... (4 pages)View decision -
Decision Reference DRN-5708165
29 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5708165 The complaint For ease, in my decision I will refer to Mr K when talking about him or his representative. Mr K complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly when it granted him a current account overdraft because had it conducted proportionate checks it woul... (3 pages)View decision -
Decision Reference DRN-5424446
29 Jul 2025 Coventry Building Society Not upheldMortgagesDRN-5424446 The complaint Mr B complains that he was required to pay an Early Repayment Charge, and a mortgage exit fee, to port his mortgage with Coventry Building Society to a new property. Mr B said Coventry’s literature hadn’t warned him he would have to pay this, in his circumstanc... (3 pages)View decision -
Decision Reference DRN-5719915
29 Jul 2025 TSB Bank plc Not upheldMortgagesDRN-5719915 The complaint Mr A and Ms O complain about a number of problems they have with their TSB Bank PLC mortgage. They are: • That Ms O had problems with TSBs Customer Verification Process CVP when trying to access information about the mortgage. • That the amount Mr A and Ms O ow... (4 pages)View decision -
Decision Reference DRN-5717881
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5717881 The complaint Mr M complains about the way HSBC UK Bank Plc (‘HSBC’) handled his refund request. What happened On 26 October 2024, Mr M purchased software via an online business – I’ll refer to this business as ‘T’. The software related to trading on the financial markets an... (3 pages)View decision
