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 4563 results
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Decision Reference DRN-5445914
31 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5445914 The complaint Mr M is complaining about the quality of a vehicle supplied to him by N.I.I.B. Group Limited trading as Northridge Finance (Northridge). What happened In June 2022, Mr M entered into a hire purchase agreement with Northridge to acquire a car. The agreement stat... (4 pages)View decision -
Decision Reference DRN-5616638
11 Jun 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5616638 The complaint Mrs P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on her pension, and the frequency and quality of the advice associated with them, She also complained about the mismanagement of her funds ... (4 pages)View decision -
Decision Reference DRN-5091851
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5091851 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr V found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr V says he checked internet ... (5 pages)View decision -
Decision Reference DRN-5631204
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5631204 The complaint Miss A complains that a car supplied to her under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To... (4 pages)View decision -
Decision Reference DRN-2711616
26 Mar 2021 Calpe Insurance Company Limited UpheldInsuranceDRN-2711616 The complaint Miss G has complained that Calpe Insurance Company Limited (Calpe) has refused to settle her motor insurance claim. What happened On 15 December 2019 Miss G was involved in and road traffic accident, there were no other parties or vehicles involved and no third pa... (4 pages)View decision -
Decision Reference DRN-4148637
19 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4148637 The complaint Mr H has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act... (4 pages)View decision -
Decision Reference DRN-2329672
12 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2329672 The complaint Mr M is unhappy about the way National Westminster Bank Plc handled his fraud claim. He’s also unhappy that NatWest closed his account. What happened In April 2019, Mr M was the victim of a distraction fraud. Mr M used his bank card in a machine to pay for parking... (4 pages)View decision -
Decision Reference DRN-2858299
29 Jun 2021 Insurance Factory Ltd Not upheldInsuranceDRN-2858299 The complaint Mr S is unhappy with the amount Insurance Factory Ltd (trading as Lancaster Insurance Services) says he owes after he cancelled his car insurance policy. What happened Mr S took out a car insurance policy through Lancaster – a broker. He applied for the policy thr... (4 pages)View decision -
Decision Reference DRN-2693448
18 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2693448 The complaint Mr L complains that Barclays Bank UK PLC trading as Barclaycard will not agree to a charitable write off of his credit card balance and have registered a default. What happened Mr L used a Barclaycard for expenses due to personal circumstances. He had to reduce hi... (4 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision
