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 634 results
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Decision Reference DRN-3105392
4 Nov 2021 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3105392 The complaint Mr M complains that Moneybarn No. 1 Limited has terminated the conditional sale agreement under which a car was supplied to him. What happened A used car was supplied to Mr M under a conditional sale agreement with Moneybarn that he signed in May 2017. Moneybarn d... (3 pages)View decision -
Decision Reference DRN-4902852
3 Sep 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4902852 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, has defaulted his loan account. What happened Mr M had a Halifax loan account. He phoned Halifax in October 2023 and asked for a payment holiday. Halifax placed a 30 day hold on the account and wrote... (3 pages)View decision -
Decision Reference DRN-3078501
13 Oct 2021 FirstRand Bank Limited UpheldConsumer CreditDRN-3078501 The complaint Ms A complains about the adverse information that FirstRand Bank Limited, trading as MotoNovo Finance, has recorded on her credit file in relation to a hire purchase agreement under which a car was supplied to her. What happened A used car was supplied to Ms A und... (3 pages)View decision -
Decision Reference DRN3744817
3 Mar 2015 Zurich Assurance Ltd Not upheldInvestment and pensionsMr G complains that Zurich Assurance Limited should not be able to reduce the sum assured under his whole-of-life policy and that he was not told that the policy was reviewable. He also complains that commission is being paid to an outside broker. backgroundMr G took out an adaptabl... (2 pages)View decision -
Decision Reference DRN-5503245
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5503245 The complaint Mrs M complains about the way that HSBC UK Bank plc has dealt with a credit that was made to her credit card account. What happened Mrs M used her HSBC credit card in February 2024 to make a payment of £772 to a retailer for some items. She returned those items... (4 pages)View decision -
Decision Reference DRN9531443
4 Nov 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs B complain that Barclays Bank PLC, trading as Barclaycard, will not refund to them the money that they paid for a car. They say that the car is not of satisfactory quality and that the seller misrepresented the car to them. Their complaint is made against Barclaycard under se... (2 pages)View decision -
Decision Reference DRN-3368826
27 Apr 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3368826 The complaint Mr M complains about the interest that he’s been charged by Shop Direct Finance Company Limited, trading as Littlewoods, on an item that he bought on “buy now pay later” terms. He’s being helped with his complaint by his representative. What happened Mr M used a c... (3 pages)View decision -
Decision Reference DRN-2333124
15 Jul 2021 Tesco Mobile Limited UpheldConsumer CreditDRN-2333124 The complaint Mr N complains about the way that Tesco Mobile Limited has dealt with the early termination of a credit agreement under which a mobile phone was supplied to him. What happened Mr N entered into a credit agreement with Tesco Mobile that he electronically signed in ... (3 pages)View decision -
Decision Reference DRN-1722672
6 Oct 2020 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-1722672 The complaint Mrs H complains about the way that Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance, has dealt with a charging order that it registered on her property. Mrs H is being helped with her complaint by a representative. What happened The detail... (2 pages)View decision -
Decision Reference DRN6702356
24 Feb 2018 Freeman Jones Limited Not upheldBanking and creditMr and Mrs C complain about the advice that they received from Freeman Jones Limited in connection with their individual voluntary arrangement. backgroundMr and Mrs C contacted Freeman Jones in early August 2011 about their financial circumstances and later that month t... (2 pages)View decision
