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 4777 results
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Decision Reference DRN-5633469
28 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5633469 The complaint Mr A complains that a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) plc, trading as Lexus Financial Services, was misrepresented to him. What happened A new car was supplied to Mr A under a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-3033415
21 Sep 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3033415 The complaint Mr E complains about how Moneybarn No. 1 Limited (“Moneybarn”) has managed and administered his conditional sale agreement (“agreement”), both before and after it was terminated on 18 July 2017. To resolve his complaint Mr E wants Moneybarn to refund all payments ... (8 pages)View decision -
Decision Reference DRN-4770256
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4770256 The complaint Mr K complains National Westminster Bank Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a brief summary here. Mr K engaged the services of... (3 pages)View decision -
Decision Reference DRN-5560111
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5560111 The complaint Mr A complains about the response from Bank of Scotland plc, trading as Halifax, to a claim that he made to it under section 75 of the Consumer Credit Act 1974. What happened Mr A bought a car from a dealer in September 2024. The price of the car was £21,372 an... (3 pages)View decision -
Decision Reference DRN8518276
19 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr V is unhappy that – after Barclays Bank UK PLC (‘Barclays’) corrected an error on his account – he’s no longer receiving pre-approved loan offers.backgroundAround March 2018, Mr V says Barclays removed a marker on his current account, after they realised it had been added in error. They... (3 pages)View decision -
Decision Reference DRN-5499929
22 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5499929 The complaint Mr O complains that MBNA Limited (‘MBNA’) rejected his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). Mr O made the associated purchase along with his wife. But as the payment was made by him using his credit card , only Mr O is an eligible com... (7 pages)View decision -
Decision Reference DRN-5836434
23 Sep 2025 Black Horse Limited UpheldConsumer CreditDRN-5836434 The complaint Mr S is unhappy with the van he acquired under the hire purchase agreement with Black Horse Limited (BH). When I refer to what Mr S and BH have said or did, it should also be taken to include things said or done on their behalf. And when I refer to the word ‘... (7 pages)View decision -
Decision Reference DRN-3660425
27 Feb 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3660425 The complaint Mr J has complained about the transfer of his pension held with Scottish Equitable Plc trading as Aegon (Aegon) to the Capita Oak Pension Scheme (the Scheme) in 2013. The Scheme was subsequently found to be fraudulent and as a result of this Mr J feels it is very ... (10 pages)View decision -
Decision Reference DRN1532003
22 May 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B have complained that Barclays Bank Plc mis-sold three packaged bank accounts. A Current Account Plus to Mr B in 2008 and 2009 and Additions Active account in 2012 to both Mr and Mrs B.backgroundOne of our adjudicators has looked into Mr and Mrs B’s comp... (3 pages)View decision -
Decision Reference DRN2316266
4 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr O has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Private packaged bank account to him in 1997.backgroundOne of our adjudicators has looked into Mr O’s complaint already and she didn’t think NatWest had mis-sold the packaged acco... (3 pages)View decision