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 DRN1349822
4 Nov 2014 Bank of Scotland Plc Not upheldBanking and creditMiss L complains that Bank of Scotland plc (t/a Halifax) won’t refund a number of disputed transactions that she says she didn’t make or authorise. backgroundIn June 2013 Miss L withdrew £1,000 from her bank account over a Halifax branch counter. She used her debit card to do so, entering ... (2 pages)View decision -
Decision Reference DRN-3891306
12 Jan 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3891306 The complaint Mr A is complaining that Mitsubishi HC Capital UK Plc (trading as Hitachi Personal Finance) hasn’t fairly supported him in respect to a dispute he has for an installation of a kitchen. He brings the claim under Section 75 of the Consumer Credit Act 1974 (Section 7... (6 pages)View decision -
Decision Reference DRN-3203729
20 Dec 2021 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3203729 The complaint Mr M complains about the quality of a used car he acquired though a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Finance. What happened In April 2017, Mr M signed a hire purchase agreement with Audi, which enabled him to ... (8 pages)View decision -
Decision Reference DRN-4798817
15 May 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4798817 The complaint Miss T complains that a used car supplied by Advantage Finance Limited under a hire purchase agreement (HPA) is of unsatisfactory quality. What happened Miss T acquired this car in June 2022. She reported problems to the supplying dealer (who I’ll refer to as E) s... (5 pages)View decision -
Decision Reference DRN-5374514
10 Jul 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5374514 The complaint Mr G complains about the way Trading 212 UK Limited is dealt with his withdrawal requests from his investment account to his bank account. He says he incurred costs as a result of it not transferring funds to his preferred bank account. What happened Mr G hold... (3 pages)View decision -
Decision Reference DRN5232781
31 Mar 2018 HSBC Bank plc Not upheldInvestment and pensionsMr S has made the following complaints about investments HSBC Bank Plc made for him in its ‘Selected Investment Funds’ plans in 2009:- The overall recommendation exposed him to more risk that he was willing to take- The cautious portfolio HSBC used for the bulk ... (5 pages)View decision -
Decision Reference DRN-4481481
8 Dec 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4481481 The Complaint 1. Mr C says that, under Sections 75 and 140A of the Consumer Credit Act 1974 (as amended by the Consumer Credit Act 2006) (the ‘CCA’), Shawbrook Bank Limited didn’t act fairly or reasonably in relation to a timeshare he and his wife (Mrs C) were sold on 18 Februa... (42 pages)View decision -
Decision Reference DRN-3868317
31 May 2023 Landmark Mortgages Limited Not upheldMortgagesDRN-3868317 The complaint Mr V complains about his mortgage with Landmark Mortgages Limited. He says that Landmark has added disproportionate and excessive fees to his mortgage. And he says that Landmark has overcharged interest because the interest rate should have been set at a consisten... (18 pages)View decision -
Decision Reference DRN-3379767
14 Apr 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3379767 The complaint Mr E complains that a used vehicle supplied by Moneybarn No. 1 Limited under a conditional sales agreement (CSA) is of unsatisfactory quality. What happened Mr E took out the CSA in February 2021 for a van with about 112,000 miles on the clock. He experienced prob... (3 pages)View decision -
Decision Reference DRN-5729189
16 Dec 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5729189 The complaint Mrs H complains that National Savings & Investments froze her income bond account. What happened Mrs H had an income bond with NS&I. But in March 2025, Mrs H noticed that she hadn’t been credited with interest. NS&I told her that it had frozen the a... (2 pages)View decision
