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-5272280
17 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5272280 The complaint Mr F is unhappy that a car supplied to him under a hire purchase Personal Contract Purchase (PCP) agreement with CA Auto Finance Ltd (CAAF) was of an unsatisfactory quality. When I refer to what Mr F has said and what CAAF have said, it should also be taken to... (5 pages)View decision -
Decision Reference DRN-3549940
17 Jun 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3549940 The complaint Mr W complains that Tesco Personal Finance PLC (Tesco) won’t refund payments he made to what he says were investment scammers. What happened In 2018 Mr W made a series of payments to two different merchants I’ll call S1 and S2. S1 initially contacted Mr W and advi... (4 pages)View decision -
Decision Reference DRN3535524
6 Feb 2019 Lloyds Bank PLC Not upheldBanking and creditMs D complains that Lloyds Bank PLC failed to inform her of internet and text banking facilities that would have prevented her making regular visits to branch, when it knew she was disabled and found the visits difficult. She wants increased compensation. background Ms... (4 pages)View decision -
Decision Reference DRN-5175968
28 Nov 2024 Bradford & Bingley Limited UpheldMortgagesDRN-5175968 The complaint Mr S’s complaint is that, because Bradford & Bingley Limited (B&B) failed to remove a Land Charge in 2015, he wasn’t able to complete on an equity release mortgage in September 2022. Mr S would like B&B to compensate him for his financial losses bec... (5 pages)View decision -
Decision Reference DRN-2703694
7 May 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2703694 The complaint Mr K is unhappy HSBC UK Bank Plc will not refund all of the money he lost after falling victim to a scam. What happened On 21 March 2020, Mr K saw a used Range Rover Evoque advertised for sale by a private seller on a social media online marketplace. The seller sa... (5 pages)View decision -
Decision Reference DRN-6005417
15 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-6005417 The complaint Mr N complained that U K Insurance Limited (“UKI”) unfairly accepted liability for an accident he was involved in, that it paid too little to settle his claim, and took too long to process the matter, under his motor insurance policy. What happened Mr N was in... (5 pages)View decision -
Decision Reference DRN-4580266
25 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4580266 The complaint Mr M complains that his surname was improperly recorded by Barclays Bank UK PLC, which led to problems registering for a linked service. Mr M also said he couldn’t access online banking with Barclays, and it was insisting he go to a branch. What happened Mr M said... (5 pages)View decision -
Decision Reference DRN8083408
24 Nov 2015 TSB Bank plc UpheldBanking and creditMr R has complained that TSB Bank plc (“TSB”) mis-sold him a Premier packaged bank account in 2010. He pays a monthly fee for the account which includes some benefits.backgroundI attach my provisional decision of 12 October 2015, which forms part of this final dec... (5 pages)View decision -
Decision Reference DRN-4219744
13 Oct 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4219744 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-3692099
8 Sep 2022 Clear Score Technology Limited Not upheldConsumer CreditDRN-3692099 The complaint Ms W complains that Clear Score Technology Limited (Clear Score) allowed a third party to access her data. What happened On 5 June 2021 Miss W tried to access her credit report using Clear Score, but as she found their identification process intrusive, she aborted... (5 pages)View decision