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-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-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-2941140
16 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2941140 The complaint Mr A is unhappy that Monzo Bank Ltd (“Monzo”) didn’t do more to help him after he was the victim of a scam. What happened Mr A has an account with Monzo. In May 2020, he decided to invest his money using the services of someone who had approached him on a social m... (4 pages)View decision -
Decision Reference DRN3681441
1 Aug 2018 Career Finance 4 Trade Skills Limited Not upheldBanking and creditMr A complains that Career Finance 4 Trade Skills Limited won’t refund the money he paid for a vocational training course. His complaint is made under Section 75 of the Consumer Credit Act 1974 (Section 75).backgroundIn April 2013 Mr A enrolled on a domestic gas eng... (3 pages)View decision -
Decision Reference DRN-3457897
5 May 2022 Society of Lloyd's Not upheldInsuranceDRN-3457897 The complaint Mr W complains that the policy for his vehicle was cancelled by Society of Lloyd’s. That he only received a partial refund of his premium. And that he was forced to find insurance elsewhere, on short notice, and at a higher cost. What happened Mr W owned a VW Tran... (7 pages)View decision -
Decision Reference DRN-3265870
25 Jan 2022 esure Insurance Limited Not upheldInsuranceDRN-3265870 The complaint Mr T had a car insurance policy with esure Insurance Limited (esure). Mr T’s son was also included on the policy as a named driver. On 30 October 2020 Mr T’s son says that the insured car was stolen from outside his place of work. However, esure has declined to pa... (6 pages)View decision -
Decision Reference DRN-4400529
19 Dec 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4400529 The complaint Mr and Mrs L complain that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund them the money they lost to what they believe was a scam. Mr and Mrs L bring their complaint with the assistance of professional representation, but for readability, in wha... (3 pages)View decision -
Decision Reference DRN-5534396
13 Oct 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5534396 The complaint F, a limited company, complains that ClearBank Limited won’t refund payments made as part of a scam. F has a business banking account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent business here. For simplicity, I... (3 pages)View decision -
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-5975121
27 Nov 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5975121 The complaint Mrs S has complained about the quality of a car provided on finance by Marsh Finance & Commercial Ltd. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Marsh supplied Mrs... (7 pages)View decision