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-5762992
15 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5762992 The complaint Mr S complained about end of contract charges for a car supplied on finance by Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”). What happened Both parties are familiar with the events of this complaint, so I’ve summarised ... (5 pages)View decision -
Decision Reference DRN-4455998
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4455998 The complaint Ms T complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into her self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN-4092606
21 Apr 2023 Oasis Motor Finance Limited UpheldConsumer CreditDRN-4092606 The complaint Ms H complains that a car she acquired with credit from Oasis Motor Finance Limited wasn’t of satisfactory quality. Marsh FM LLP, a part of Marsh Finance Ltd, are the company administrating Ms H’s account on behalf of Oasis Motor Finance Limited. As Ms H has been ... (4 pages)View decision -
Decision Reference DRN-3802234
30 Jun 2023 MoneyGram International Limited Not upheldBanking and PaymentsDRN-3802234 The complaint Mrs J complains that MoneyGram International Limited (MoneyGram) won’t refund the money she lost after falling victim to an investment scam. What happened Mrs J was the victim of a scam in which she was told she was investing in a trading platform making trades in... (5 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN-3709451
11 Oct 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3709451 The complaint Mr H complained because Bank of Scotland plc, trading as Halifax, refused to refund him for a transaction he said he didn’t make. What happened At 7:51 am on 24 July 2021, there was a £999.99 faster payment debit from Mr H’s Halifax current account to an online cr... (4 pages)View decision -
Decision Reference DRN-3029146
14 Sep 2021 Bank of Scotland Plc Not upheldInsuranceDRN-3029146 The complaint This complaint is about a credit card payment protection insurance (‘PPI’) policy taken out in 1998. Mr S says Bank of Scotland Plc (‘BoS’) mis-sold him PPI. What happened The background and circumstances leading up to this complaint, which includes Mr S’s circums... (4 pages)View decision -
Decision Reference DRN-5160728
6 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5160728 Complaint Mr K is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr K learned about an investment opportunity with a company known as Buy2Let Cars. It was promoting a scheme under which investors provided ... (5 pages)View decision -
Decision Reference DRN-1081199
26 Aug 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1081199The complaintMrs V is unhappy Aviva Insurance Limited’s handling of her motor insurance claim. What happenedMrs V is represented in this complaint by her husband, Mr V. Mr V is also the owner of the vehicle insured by the policy in question and was a named driver on the policy. ... (5 pages)View decision -
Decision Reference DRN-4066423
5 Apr 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4066423 The complaint Mr C complains that Lloyds Bank PLC unfairly closed his accounts and recalled a Bounce Back Loan facility. What happened Mr C opened a Lloyds business account for his sole trader business in June 2020. He successfully applied to the bank for a £50,000 Bounce Back ... (5 pages)View decision