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 4569 results
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Decision Reference DRN-3246854
11 Jan 2022 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-3246854 The complaint Mr L says that he was misled about the terms of a training course. Because the course was funded with a loan from Caledonian Consumer Finance Ltd (which I’ll refer to as CCF), he says that it is equally liable with the course provider. What happened In June 2016 M... (3 pages)View decision -
Decision Reference DRN-4642787
21 Aug 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4642787 The complaint Mrs B complains about the service she received from BMW Financial Services(GB) Limited (“BMW”) when she wanted to acquire a new car using a credit agreement. She says there were delays and then BMW told her it wasn’t able to provide the finance on the same term... (3 pages)View decision -
Decision Reference DRN-3299649
25 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3299649 The complaint Mr M complains that Barclays Bank UK PLC is holding him responsible for payments and direct debit refund requests which he says he didn’t make or allow anyone else to make. What happened Mr M has disputed ten payments from his account made between 18 and 23 Octobe... (3 pages)View decision -
Decision Reference DRN-3820688
8 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3820688 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her from fraud on her credit card account leading to financial loss, inconvenience and ongoing stress. What happened Mrs B explains that on 29 April 2022 she contacted Vir... (3 pages)View decision -
Decision Reference DRN-1999732
4 Dec 2020 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-1999732 The complaint Mr M complains that BMW Financial Services (GB) Limited misled him into entering into a hire purchase agreement for a car and didn’t properly explain the implications of doing so. References in this decision to BMW are to BMW Financial Services (GB) Limited. What ... (6 pages)View decision -
Decision Reference DRN-3979987
3 Aug 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3979987 The complaint Mr A complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund money he lost after falling victim to a scam. What happened Mr A says that he was looking to buy a car and found one advertised on a genuine automotive marketplace. The car was being sold by a... (4 pages)View decision -
Decision Reference DRN-4198630
11 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4198630 The complaint Mr H, as sole Lasting Power of Attorney (LPA) for Mr C, complains that Nationwide Building Society refused to re-instate an overdraft on Mr C’s account that Mr H had removed in error. Mr H says Mr C’s account was registered at Mr H’s address and despite a request ... (3 pages)View decision -
Decision Reference DRN-2099936
19 Aug 2020 Inspop.com Ltd UpheldInsuranceDRN-2099936The complaintMr B complains about the motor insurance policy he took out via Inspop.com Ltd trading asConfused.com.What happenedMr B wanted to take out insurance for his car. He used Confused.com and entered information to generate a number of quotes. He was offered a number of ... (4 pages)View decision -
Decision Reference DRN-1844216
20 May 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1844216The complaintMrs M complains about a claim made against her under her motor insurance policy she has with Calpe Insurance Company Limited. What happenedOn 17 April 2020 I issued a provisional decision in relation to this complaint. In summary, I thought that Mrs M needed to pay... (3 pages)View decision -
Decision Reference DRN-5157970
19 May 2025 Threadneedle Investment Services Limited UpheldPensions and AnnuitiesDRN-5157970 The complaint Mr P has complained about delays caused by Threadneedle Investment Services Limited trading as Columbia Threadneedle (“Threadneedle”) selling investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in... (5 pages)View decision
