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 4037 results
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Decision Reference DRN-5841503
26 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5841503 The complaint Mr R complains that Nationwide Building Society didn’t do enough to safeguard his money. He wants the money he lost refunded along with interest and £300 compensation. Mr R is represented by a third party but for ease of reference I have referred to Mr R throug... (4 pages)View decision -
Decision Reference DRN4119005
2 Dec 2019 Close Brothers Limited UpheldBanking and creditMr H and Mrs E complain that a car they financed through an agreement with Close Brothers Limited (“Close Brothers”) has not been of satisfactory quality.backgroundMr H and Mrs E took receipt of a used car in March 2017. They financed the deal through a conditional sale agreement with Clos... (4 pages)View decision -
Decision Reference DRN-4144935
15 Aug 2023 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-4144935 The complaint Mr S complains that in 2012, Insight Financial Associates Limited gave unsuitable advice to transfer from his existing section-32 (s32) buyout plan to a self-invested personal pension (SIPP) in order to make various investments in property developments. He is repr... (9 pages)View decision -
Decision Reference DRN0530954
25 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank PLC allowed a third party to withdraw money from his account without authorisation.backgroundIn July 2012, whilst Mr D was abroad, he agreed that a third party was to pay £460 into his account. A credit of £230 was paid into his account but was then ... (1 page)View decision -
Decision Reference DRN7694293
6 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMiss C complains that National Westminster Bank Plc won’t refund transactions on her savings account which she says she didn’t make.Background The background to this complaint is set out in my provisional decision dated 8 January 2020, a copy of which is attached.I thought NatWest... (5 pages)View decision -
Decision Reference DRN3237658
28 Mar 2014 Barclays Bank Plc UpheldBanking and creditMiss T has complained that Barclays Bank Plc is holding her liable for transactions on her account that she denies having made or authorised.backgroundMiss T opened a savings account and deposited £2350. But she says that she did not receive her card and personal identification numb... (2 pages)View decision -
Decision Reference DRN-4627527
20 Aug 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-4627527 The complaint Ms K is unhappy with a car supplied under a hire purchase agreement provided by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened In June 2023 Ms K acquired a used car under a hire purchase agreement provided by NF. The car was just ... (4 pages)View decision -
Decision Reference DRN5986646
9 Jan 2020 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr D complains that Volkswagen Financial Services (UK) Limited declined his request to enter into a further financial agreement to refinance a final payment on a car. The final payment was charged to him and because he couldn’t pay it he had to hand back the car. There were delays in colle... (3 pages)View decision -
Decision Reference DRN1569762
16 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr and Mrs H complain about how Barclays Bank Plc treated them when they were depositing money to help their son get a mortgage.backgroundMr and Mrs H wanted to open a ‘Helpful Start Account’ with Barclays. This involved depositing £26,700 which Barclays would hold a le... (2 pages)View decision -
Decision Reference DRN6133001
27 Nov 2017 Tesco Personal Finance PLC UpheldBanking and creditMr K is complaining that Tesco Personal Finance PLC (‘Tesco’) hasn’t refunded a deposit he paid for a kitchen after he claimed a refund under S.75 of the Consumer Credit Act.backgroundIn December 2015 Mr K chose to buy a kitchen through a third party (‘the seller’) ... (3 pages)View decision
