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 3981 results
-
Decision Reference DRN-5214171
7 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5214171 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in June and July 2023 he... (6 pages)View decision -
Decision Reference DRN3152698
18 Mar 2016 Backhouse Independent Financial Services Limited Not upheldInvestment and pensionsMrs F complained that the advice she received from Backhouse Independent Financial Services Limited (Backhouse) to make lump sum contributions to a pension plan was unsuitable as this was money raised through mortgage loans and she should have been advised to reduce he... (5 pages)View decision -
Decision Reference DRN-5108731
28 Oct 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5108731 The complaint Mr F is unhappy with a car he acquired using a hire purchase agreement provided by Secure Trust Bank Plc trading as Moneyway. What happened At the beginning of June 2023, Mr F acquired a used car using a hire purchase agreement provided by Moneyway. The car cos... (6 pages)View decision -
Decision Reference DRN-4457640
11 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4457640 The complaint Miss C complains Nationwide Building Society didn’t do enough to protect her when she fell victim to an investment scam. What happened Miss C has a current account with Nationwide and has been a customer for over 30 years. In 2018 Miss C paid £64,950 towards what ... (4 pages)View decision -
Decision Reference DRN1225382
9 Nov 2018 Everest Limited Not upheldBanking and creditMs T complains that Everest Limited misrepresented a finance agreement.background In September 2016 Ms T placed an order with Everest for the installation of patio doors. There were some problems but Ms T and Everest seem to have agreed some changes and got things bac... (3 pages)View decision -
Decision Reference DRN-4941399
5 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4941399 The complaint Miss H complains that a used car supplied by Creation Consumer Finance Limited under a hire purchase agreement (HPA) is of unsatisfactory quality. What happened Miss H acquired the car under a HPA that she signed on 9 December 2022. The car was delivered to her... (5 pages)View decision -
Decision Reference DRN-4538560
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4538560 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in January and February... (9 pages)View decision -
Decision Reference DRN-5445768
31 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5445768 The complaint Mrs R, who is represented by a third party, complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In August 2016 Mrs R acquired a new car financed by w... (3 pages)View decision -
Decision Reference DRN-5822184
18 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5822184 The complaint Mr T complains that Toyota Financial Services (UK) PLC (‘TFS’) irresponsibly entered into a hire purchase agreement with him. He says TFS failed to take reasonable steps to ensure his ability to make repayments under the agreement sustainably. Mr T has been re... (4 pages)View decision -
Decision Reference DRN-5501523
23 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5501523 The complaint Mr P complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to repeat these in detail ... (5 pages)View decision
