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-4821879
5 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4821879 The complaint Mrs L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost when she says she fell victim to a scam. What happened What Mrs L says Mrs L says that she was persuaded to invest with a company I’ll refer to as H in my decision. H was a private ... (4 pages)View decision -
Decision Reference DRN3410059
28 Feb 2020 Cofunds Limited Not upheldInvestment and pensionsMr G is unhappy that Cofunds Limited has taken its charges by selling funds from his ISA and not from his cash account as usual. backgroundMr G has had a stock and shares Individual Savings Account (ISA) and a General Investment Account (previously known as “cash account”) with Cofunds sin... (4 pages)View decision -
Decision Reference DRN-3308347
28 Feb 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3308347 The complaint Mr C complains that Mercedes-Benz Financial Services UK Limited (MBFS) charged him for additional usage after the term of his car finance agreement had come to an end. What happened Mr C had a hire purchase agreement for a car which ended on 31 May 2019. On 30 May... (4 pages)View decision -
Decision Reference DRN-4720850
13 Sep 2024 Santander UK Plc Not upheldConsumer CreditDRN-4720850 The complaint Mr M, who is represented by a professional representative (“PR”) complains that Santander UK PLC rejected his claim under s.75 Consumer Credit Act 1974 (“CCA”). Mr M made the purchase along with Miss S, but as the deposit was made by him using his credit card a... (5 pages)View decision -
Decision Reference DRN-5067741
10 Oct 2024 One Insurance Limited Not upheldInsuranceDRN-5067741 The complaint Miss M and Mr N complain that One Insurance Limited (One Insurance) unfairly avoided Miss M’s motor insurance policy (treated it like it never existed) and refused to pay her claim after her car was stolen. References to Miss M or Mr N, will include the other.... (4 pages)View decision -
Decision Reference DRN3654838
14 Sep 2020 Oodle Financial Services Limited UpheldBanking and creditMrs W complains that Oodle Financial Services Limited (trading as Oodle Car Finance) has provided a car through a hire purchase agreement that wasn’t of satisfactory quality. She complains Oodle hasn’t carried out repairs or allowed them to reject the car. background Mrs W entered into the... (4 pages)View decision -
Decision Reference DRN-3159538
14 Feb 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3159538 The complaint Mr K complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. He also complains that the car wasn’t correctly described in the dealer’s advert. Mr K’s complaint is being dealt with ... (4 pages)View decision -
Decision Reference DRN-3502365
11 Jul 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3502365 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint in April 2022 in which I described what had happened as... (5 pages)View decision -
Decision Reference DRN1028792
20 Sep 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that he’s lost out as a result of the way in which Advantage Insurance Services Limited handled and settled his insurance claim. He says Advantage were wrong to write off his car after it was involved in an accident. He’s also unhappy about the custo... (4 pages)View decision -
Decision Reference DRN-5840721
29 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5840721 The complaint Mr P is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened On 12 September 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments befor... (4 pages)View decision
