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 DRN5694363
25 May 2016 Lloyds Bank PLC UpheldBanking and creditThe complaint, in summary, is that Lloyds Bank Plc said N’s commercial loan was in default but N considers this was wrong. It says that, as a result, it suffered financial losses.backgroundI issued a provisional decision in February 2016 partly upholding the compl... (6 pages)View decision -
Decision Reference DRN-4508850
29 Apr 2024 Intelligent Money Ltd Not upheldPensions and AnnuitiesDRN-4508850 The complaint Mr P complains, with the help of a professional representative, that Intelligent Money Ltd (IM) failed in its responsibilities to him in relation to the acceptance of Elysian Fuels shares in his Self-Invested Personal Pension (SIPP). What happened Mr P invested in... (6 pages)View decision -
Decision Reference DRN8589304
6 Apr 2021 Hitachi Capital (UK) Plc UpheldBanking and creditComplaint Mr W is unhappy with the response of Hitachi Capital (UK) Plc (“Hitachi”), following a claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”). Background Mr W was contacted by a company, which I’ll refer to as “F”, that supplied and installed solar panel sy... (5 pages)View decision -
Decision Reference DRN-2381441
4 Dec 2020 Amtrust Europe Limited UpheldInsuranceDRN-2381441 The complaint Mr N complains that AmTrust Europe Limited mishandled his claim on a caravan insurance policy. What happened A manufacturer made a caravan in 2016 and Mr N bought it in October 2018. On about 25 October 2018, Mr N took out a caravan insurance policy under which Am... (7 pages)View decision -
Decision Reference DRN2367709
30 Mar 2021 Nationwide Building Society Not upheldBanking and creditComplaint Miss L complains Nationwide Building Society (Nationwide) won’t refund a cash withdrawal and an online bank transfer which she disputes to authorising. Background I sent Miss L and Nationwide my provisional decision on this matter on 5 March 2021. In my provisional decision - whi... (6 pages)View decision -
Decision Reference DRN-3373133
16 Mar 2022 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-3373133 The complaint Mr G complains about charges for damage applied when he returned his car at the end of a hire purchase agreement provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In March 2017, Mr G entered into a three year hire purchase agreement t... (6 pages)View decision -
Decision Reference DRN-3264832
19 Jan 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3264832 The complaint Mr M complains that Metro Bank PLC didn’t help recover the money he paid to a scam investment company. What happened Mr M says that he was interested in trading in the foreign exchange market and in February 2019, he came across an advertisement on social media fo... (5 pages)View decision -
Decision Reference DRN-4787781
7 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4787781 The complaint Ms C and her representative complain that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2022 Ms C acquired a used car financed by way of a conditional sale agre... (5 pages)View decision -
Decision Reference DRN-6123687
3 Feb 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-6123687 The complaint Mr F has complained about the quality of a car provided on finance by N.I.I.B. Group Limited trading as Northridge Finance What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to sum... (5 pages)View decision -
Decision Reference DRN-5299246
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299246 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) blocked and closed his current, credit card, and loan accounts without notice nor explanation. Mr B is unhappy HSBC demanded full payment of his overdraft and loan balances and didn’t let him agree a repayment plan. Mr B... (5 pages)View decision