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 DRN2334852
13 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr K says that his account has been the subject of fraudulent activity, but that Lloyds TSB Bank Plc has refused to reimburse his losses. He is also unhappy with the customer service received from Lloyds during their investigations. backgroundMr K holds a current account with the bank. T... (2 pages)View decision -
Decision Reference DRN-3321957
23 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3321957 The complaint Mr R has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as McLaren Financial Services (SCUK). Both Mr R and SCUK have had representatives at times but, to keep things simple, I’ll mainl... (34 pages)View decision -
Decision Reference DRN-4504052
8 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4504052 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr K was looking to buy a vehicle and found one he was interested in advertised on social media and an online automotive marketplace... (5 pages)View decision -
Decision Reference DRN3256822
25 Mar 2014 Clydesdale Bank Plc UpheldInvestment and pensionsMrs C’s complaint is about the advice she received from Clydesdale Bank Plc to make asingle contribution to a new personal pension in 2011. Mrs C says she only commenced thepension on the adviser’s assurance that she would receive higher rate tax relief in full.backgroundMrs C’s circumst... (4 pages)View decision -
Decision Reference DRN-3402842
29 Mar 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3402842 The complaint Miss D complains that a car she obtained through a conditional sale agreement with Moneybarn No. 1 Limited (“Moneybarn”) was not of satisfactory quality. She wants the car fixed or taken back in return for a different car. What happened Miss D obtained a second-ha... (3 pages)View decision -
Decision Reference DRN-2610177
26 Apr 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2610177 The complaint Mr L complains that a car acquired with finance from Motonovo Finance Limited wasn’t of satisfactory quality. What happened In July 2020 Mr L was supplied with a car and entered into a hire purchase agreement with Motonovo. In October 2020 Mr L experienced issues ... (4 pages)View decision -
Decision Reference DRN5630638
16 Oct 2013 Nationwide Building Society UpheldBanking and creditMrs F complains that Nationwide Building Society won’t refund money taken from her account without her authority.backgroundMrs F held a Nationwide ISA. In November 2011, Nationwide allowed a third party to close the account and withdraw the £25,326.98 balance. The money was put in an a... (2 pages)View decision -
Decision Reference DRN-5290056
8 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5290056 The complaint Mr A is unhappy that TSB Bank plc loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr A held a bank account with TSB. In March and July 20... (3 pages)View decision -
Decision Reference DRN-4098662
14 Aug 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4098662 The complaint Miss A complains about a car she acquired under a conditional sale agreement financed by Moneybarn No. 1 Limited. What happened In May 2022 Miss A acquired a used car with finance provided by Moneybarn. The car was about seven years old, and its cash price was £17... (5 pages)View decision -
Decision Reference DRN7488134
27 Sep 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMr C and Mrs J complain that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) will not write off a loan that they say was mis-sold.backgroundMr C and Mrs J say they attended a sales meeting in 2008 to get a free holiday. They say they signed some documents... (2 pages)View decision
