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 4395 results
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Decision Reference DRN-4407543
21 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4407543 The complaint Mr W has complained about the way Lloyds Bank PLC handled a claim he made in relation to a car he paid for in part using a credit card. What happened Mr W purchased a used car for £3,795 in December 2020 from a car dealer. He paid £795 of this using his Lloyds cre... (4 pages)View decision -
Decision Reference DRN-5203195
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203195 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a job-based scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it... (4 pages)View decision -
Decision Reference DRN1002838
7 Mar 2019 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mr L has complained about the way Southern Rock Insurance Company Limited dealt with a claim he made on his motor insurance policy which he says left him in a very difficult financial situation.All references to Southern Rock include its agents. background I issued a p... (4 pages)View decision -
Decision Reference DRN1013174
26 Jun 2014 Billing Finance Ltd UpheldBanking and creditMr and Mrs G complain about a car that was supplied to them through a hire purchase agreement with Billing Finance Ltd (Billing Finance). They say that the car has a much higher mileage than advertised and that they wouldn’t have agreed to take the car had they known its true mile... (5 pages)View decision -
Decision Reference DRN-5138873
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5138873 The complaint Miss D complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in an investment scam. What happened What Miss D says: Miss D was planning her forthcoming wedding and was short of money. So, she was looking to find ways of increasing her income. She... (5 pages)View decision -
Decision Reference DRN-3146426
1 Apr 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3146426 The complaint Mr N has complained that Mitsubishi HC Capital UK Plc, 1 trading as Hitachi Capital Consumer Finance (“Hitachi”), rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”) in relation to his purchase of some solar panels. Mr N h... (4 pages)View decision -
Decision Reference DRN-4147340
23 May 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4147340 The complaint Mr E complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire agreement ended. What happened Mr E entered into a hire agreement in September 2019. Mr E says he’s unhappy with the end of contract... (4 pages)View decision -
Decision Reference DRN-4719747
31 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4719747 Complaint Mrs B complains that Lex Autolease (“Lex”) unfairly failed to notify her of the additional tax charge that it passed onto her as part of a hire agreement. Background In April 2022, Mrs B signed a regulated hire agreement with Lex in order to hire a brand-new car. ... (4 pages)View decision -
Decision Reference DRN-2713270
15 Jun 2021 U K Insurance Limited Not upheldInsuranceDRN-2713270 The complaint Miss Y and Mr M complain about how U K Insurance Limited trading as Direct Line Car Insurance (UKI) has dealt with a claim made against Mr M’s motor insurance policy. This insurance policy is in Mr M’s name, and Miss Y is a named driver on the policy – I have refe... (4 pages)View decision -
Decision Reference DRN-4419886
20 Dec 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4419886 The complaint Miss G has complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a conditional sale agreement that she’d voluntarily terminated. What happened In September 2014 Miss G acquired a used car under a condit... (4 pages)View decision
