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
-
Decision Reference DRN-4809380
3 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4809380 The complaint Mr and Mrs F complain Lloyds Bank PLC did not respond to their letter they sent it. What happened Mr and Mrs F say they have two joint accounts with Lloyds – a Standard Saver account and an International Money Market Call account. As they currently live abroad, th... (4 pages)View decision -
Decision Reference DRN1948151
4 Aug 2016 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr F’s complaint relates to a car he obtained under a hire purchase agreement with Volkswagen Financial Services (UK) Limited. He says he was told the car was a particular specification, which led him to enter into the agreement. But he later found out he’d been supp... (5 pages)View decision -
Decision Reference DRN-3206706
13 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3206706 The complaint Mr and Mrs L complain that HSBC UK Bank Plc trading as first direct (first direct) won’t refund the money they lost in a scam. What happened What Mr and Mrs L say Mr and Mrs L hold savings accounts and a joint current account with first direct. In January 2019 Mr... (5 pages)View decision -
Decision Reference DRN-4428522
6 Mar 2024 Connells Limited UpheldMortgagesDRN-4428522 The complaint Mr Y and Ms L’s complaint is about a mortgage application they made with the assistance of Connells Limited. They are concerned that the amount the lender (‘Lender H) offered in September 2022 was less than the amount it offered when the application was originally... (4 pages)View decision -
Decision Reference DRN-5670730
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5670730 The complaint Miss B is complaining that National Westminster Bank Public Bank Limited Company (NatWest) didn’t do enough to prevent her making payments to what she says was a scam. What happened I issued my provisional decision on this complaint on 13 June 2025. I wanted t... (5 pages)View decision -
Decision Reference DRN3717494
3 Aug 2020 Santander UK Plc UpheldBanking and creditMr B complains that Santander UK Plc didn’t take action when he reported he was the victim of identity fraud. This meant he missed out on a re-mortgage deal.backgroundMr B contacted Santander in April 2018 to say his credit record was showing defaulted borrowing held with it that he hadn’t... (5 pages)View decision -
Decision Reference DRN-5086175
12 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5086175 The complaint Mr L has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (SMFL). What happened SMFL supplied Mr L with a used car on a hire purchase agreement in July 2022. The cash price of the car was around £7,200 and it had co... (5 pages)View decision -
Decision Reference DRN2050704
13 Dec 2019 PSA Finance UK Limited UpheldBanking and creditMr S complains that he was mis-sold a hire purchase agreement for a car, financed by PSA Finance UK Limited.backgroundIn November 2015 Mr S bought a car under a hire purchase agreement financed by PSA Finance. In 2018, at the end of the agreement, he discovered that if he wanted to keep th... (5 pages)View decision -
Decision Reference DRN2724240
23 Jun 2020 Southern Rock Insurance Company Limited UpheldInsurance (excluding PPI)Mrs H complained that Southern Rock Insurance Company Limited avoided (treated it as if it had never existed) her motor insurance policy and refused to pay her claim. backgroundMrs H‘s car was unfortunately stolen and she made a claim under her policy with Southern Rock. But Southern Rock ... (5 pages)View decision -
Decision Reference DRN2304741
2 Sep 2015 National Westminster Bank Plc UpheldBanking and creditMr and Mrs C complain National Westminster Bank Plc (NatWest) mis-sold a packaged bank account to Mrs C on her sole account and later to Mr and Mrs C on their joint account.backgroundMrs C upgraded her free account to a packaged bank account in April 2005. She says ... (5 pages)View decision
