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 4385 results
-
Decision Reference DRN7854705
23 Aug 2016 Experian Limited UpheldBanking and creditMs F complains that, because Experian Limited holds incomplete information about her in more than one credit file, she has been unable to open new accounts. She wants this matter resolved. She complains as well about Experian’s poor customer service in dealing with ... (4 pages)View decision -
Decision Reference DRN6888553
18 Apr 2019 Close Brothers Limited UpheldBanking and creditMr and Mrs B, represented by Ms B, complain Close Brothers Limited didn’t handle the rejection of their vehicle that was subject to a hire purchase agreement (HPA) correctly and have not compensated them fully for the issues that arose.background Mr and Mrs B entered ... (4 pages)View decision -
Decision Reference DRN0759312
13 Aug 2014 Wescot Credit Services Limited Not upheldBanking and creditMr A complains about the debt collection activities of Wescot Credit Services Limited (“Wescot”) in relation to money owed to a third party bank – (“the lender”). He is dissatisfied that Wescot did not contact him after he contacted it, leading him to assume the debt had been written o... (3 pages)View decision -
Decision Reference DRN5366494
30 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaint Mr and Mrs C have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA gave no indi... (5 pages)View decision -
Decision Reference DRN1832129
21 Oct 2020 Paynes Garages Limited Not upheldBanking and creditMr P complains that Paynes Garages Limited made administrative errors when setting up a hire purchase agreement. background In 2017, Mr P approached Paynes about acquiring a van. The cash price of the van was £36,591. Mr P part exchanged a previous vehicle for £6,500 and the remainder was ... (7 pages)View decision -
Decision Reference DRN1285200
23 Apr 2020 Barclays Bank UK PLC UpheldBanking and creditMr M has complained Barclays Bank UK PLC didn’t carry out a full investigation after he’d been a victim of fraud in July 2018.backgroundMr M has an account with Barclays. In July 2018 someone was able to transfer £3,800 from his account to an unknown third party. Barclays refunded the mone... (4 pages)View decision -
Decision Reference DRN-5696228
16 Jul 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5696228 The complaint Mrs J complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by Secure Trust Bank Plc trading as Moneyway (Moneyway). What happened In August 2023, Mrs J acquired a used car through a HPA, financed by Moneyway. ... (5 pages)View decision -
Decision Reference DRN-3686674
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3686674 The complaint Mr W1 complains Santander UK Plc (“Santander”) terminated access to his accounts following the registration of an Enduring Power of Attorney (“EPA”). Mr W1 is assisted in bringing this case by his Attorney, Mr W2. What happened Mr W1 made an EPA on 19 September 20... (3 pages)View decision -
Decision Reference DRN9741911
21 Sep 2016 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss H and Miss M complain about a car hired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (trading as Mercedes-Benz Finance).backgroundIn April 2015 Miss M signed a hire purchase agreement with Mercedes-Benz Finance. This was for ... (3 pages)View decision -
Decision Reference DRN4353692
30 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr T complains that he was mis-sold a payment protection insurance (“PPI”) policy when he took out a credit card with The Royal Bank of Scotland Plc (“RBS”).backgroundI set out the full background to this case in my provisional decision which I’ve attached here. It forms... (3 pages)View decision
