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-3200690
14 Dec 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3200690 The complaint Mr X complains that a new car he acquired with finance provided by Toyota Financial Services (UK) Plc (TFS) was of unsatisfactory quality. What happened Mr X got this car under a hire purchase agreement (HPA) from TFS in June 2020. Not long after, he had trouble o... (4 pages)View decision -
Decision Reference DRN7740825
18 Feb 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr H, acting on behalf of the estate of the late Mrs H, complains that The Royal Bank of Scotland Plc has not released all the security it held that supported a guarantee she gave.background Mrs H gave security to support a £25,000 personal guarantee to RBS in favour of a third party... (2 pages)View decision -
Decision Reference DRN6183603
6 Aug 2014 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank PLC returned a cheque he issued unpaid. He also complains that his online statements do not accurately reflect his account.backgroundOn 15 October 2013, Mr R deposited a cheque in his current account and wrote a cheque for the same amount to another com... (2 pages)View decision -
Decision Reference DRN-5759050
19 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5759050 The complaint Mr B has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised th... (7 pages)View decision -
Decision Reference DRN7642290
24 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr K complains on behalf of a limited company (“N”) that Barclays Bank Plc (trading as Barclaycard) lost manual transaction slips which led to a delay in these being processed; that it sent confidential information about a third party; that it does not offer itemised billing for its merc... (3 pages)View decision -
Decision Reference DRN-3788138
22 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3788138 The complaint and what happened Miss C complains that Monzo Bank Ltd won’t fully reimburse her loss of £14,546.21 when she fell victim to a bank impersonation scam. Miss C made four card payments (£8,500) and three faster payments to the scammer (£6,046.21). Monzo recovered £6,... (2 pages)View decision -
Decision Reference DRN-4689308
28 Mar 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4689308 The complaint Mr H complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting his application for a Self-Invested Personal Pension (‘SIPP’). Mr H complains that L&C failed to carry out sufficient due diligence when it acc... (46 pages)View decision -
Decision Reference DRN8080717
19 Aug 2016 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank Plc used an unfair exchange rate for trading Australian dollars (AUD) into sterling and in commission for the exchange.backgroundMr T deposited a cheque for AUD 20,000 with Barclays in early December 2015. On 12 January 2016, it wrote... (2 pages)View decision -
Decision Reference DRN0843075
14 Feb 2017 Bank of Scotland Plc Not upheldBanking and creditMr V complains that Bank of Scotland plc (trading as Halifax) allowed a loan to be taken fraudulently in his name and then withdrawn from his account.backgroundMr V says that Halifax issued a loan after a fraudulent application was made in his name. He says the f... (2 pages)View decision -
Decision Reference DRN-4714730
24 Apr 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4714730 The complaint Miss L complains that Monument Life Insurance Dac has suspended payment of her open plan protect insurance claim. What happened Miss L holds an open plan protect policy with Monument. This pays benefit in the event of accident or sickness, or unemployment. Miss L ... (2 pages)View decision
