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 DRN4700078
16 Mar 2018 Metro Bank PLC Not upheldBanking and creditMs T complains about Metro Bank PLC’s response to her request to assist in returning money sent to it from an account she held with another bank. She’s unhappy with the steps taken by Metro Bank in allowing the money to be received into an account with it.backgroun... (2 pages)View decision -
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 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-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 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-5757438
25 Sep 2025 Yorkshire Building Society Not upheldMortgagesDRN-5757438 The complaint Mr and Mrs N’s complaint is about a buy-to-let mortgage they have with Yorkshire Building Society trading as Chelsea Building Society (CBS). They have said that the mortgage was mis-sold to them and there was potentially fraudulent conduct on the part of all th... (5 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 DRN-3128017
26 Oct 2021 Vauxhall Finance plc UpheldConsumer CreditDRN-3128017 The complaint Mr A has complained that Vauxhall Finance plc (“Vauxhall” or “the lender”) was irresponsible to have agreed car finance for him in 2016. Mr A also complains that Vauxhall was responsible for the sale of the car following it being impounded because it had failed to... (7 pages)View decision -
Decision Reference DRN-2862695
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2862695 The complaint ‘D’, a limited company, complains that HSBC UK Bank Plc deducted money from its business account without informing it. HSBC deducted the money as it alleged some of the coin D had deposited was damaged, but D complains that HSBC hasn’t provided proof of this nor h... (4 pages)View decision -
Decision Reference DRN8781305
1 Mar 2016 RCI Financial Services Limited UpheldBanking and creditMr S complains about a car he obtained through a hire purchase agreement with RCI Financial Services Limited (“RCI”). He had problems with the car within one month of having it and would like to hand the car back and receive a refund of what he has paid. backgr... (5 pages)View decision
