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
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Decision Reference DRN-4399110
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4399110 The complaint Miss L complains that Revolut Ltd won’t refund several payments she says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (10 pages)View decision -
Decision Reference DRN-3726662
31 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3726662 The complaint M has complained that HSBC UK Bank Plc won’t refund it after it fell victim to a scam. Mr R has brought the complaint on behalf of M and personally ‘dealt’ with the fraudster, so I’ll refer to Mr R instead of M where relevant throughout this decision. What happene... (6 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-2104855
5 Mar 2021 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-2104855 The complaint Mr P complains that Clydesdale Financial Services Limited refused to let him reject a faulty car. What happened On 30 May 2019 Mr P acquired a second-hand car costing £6,000 funded by a deposit of £1,000 and the balance with a conditional sale agreement. It was so... (4 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 DRN6156560
28 Nov 2016 Bank of Scotland Plc Not upheldBanking and creditMr M’s complained Bank of Scotland plc, trading as Halifax, (‘Halifax’) refused to refund a disputed transaction and closed his account.backgroundMr M said he lost his wallet containing his debit card on 10 June. He reported the loss to Halifax on the same day and ... (2 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-5168032
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5168032 The complaint Mr M complains that HSBC UK Bank Plc failed to protect him from falling victim to a scam. Mr M also complains that HSBC won’t reimburse his full loss. What happened Mr M explains that in 2023 he was contacted over the phone about investing via an online platfo... (4 pages)View decision -
Decision Reference DRN3532748
23 Jan 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr N complains that a car he acquired through a hire purchase agreement financed by Mercedes-Benz Financial Services UK Limited wasn’t of satisfactory quality. backgroundOn 18 December 2018 I issued a provisional decision on Mr N’s complaint. After considering all of t... (13 pages)View decision -
Decision Reference DRN-3916128
20 Apr 2023 AutoMoney Limited Not upheldConsumer CreditDRN-3916128 The complaint Miss B complains AutoMoney Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. She also complains the agreement was unaffordable for her. What happened In January 2022, Miss B acquired a used car using a hire purcha... (4 pages)View decision
