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-4268007
28 Aug 2023 Tesla Financial Services Limited UpheldConsumer CreditDRN-4268007 The complaint Mr A complains about the quality of a car he has been financing through an agreement with Tesla Financial Services Limited, who I’ll call “Tesla”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instea... (3 pages)View decision -
Decision Reference DRN-5546609
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5546609 The complaint Mrs H complains that Nationwide Building Society’s introduction to a third-party law firm, led to the mis-sale of a family trust resulting in emotional strain and she’s had to employ solicitors to rewrite her will, and amend the deeds and trust at her personal ... (3 pages)View decision -
Decision Reference DRN7826362
6 Nov 2020 Black Horse Limited UpheldBanking and creditComplaint Mrs T, represented by a third party, complains that the hire purchase agreement (HPA) she entered into with Black Horse Limited was unaffordable. Background Mrs T entered into a HPA with Black Horse in May 2016 to acquire a caravan. She says that she only agreed to acquire the ne... (4 pages)View decision -
Decision Reference DRN-4223088
3 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4223088 The complaint Mr A complains about the quality of a car he has been financing through an agreement with Blue Motor Finance Ltd, who I’ll call BMF. What happened I issued a couple of provisional decisions on this complaint earlier this year. An extract from the most recent provi... (5 pages)View decision -
Decision Reference DRN-3269471
11 Mar 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3269471 The complaint Ms H complains that Tesco Personal Finance PLC (“Tesco”) refuses to refund money she lost as part of a scam. What happened Ms H received a cold call from a merchant I’ll refer to as ‘A’. The caller explained that he worked as an adviser for A and could help her m... (6 pages)View decision -
Decision Reference DRN5222925
10 Dec 2018 BMW Financial Services (GB) Limited UpheldBanking and creditMr R complains that a car supplied to him under a hire purchase agreement with BMWFinancial Services (GB) Limited wasn’t of satisfactory quality.backgroundBMWFS supplied Mr R with a new car in May 2016. He says he had to return the car threetimes due to a fault ... (3 pages)View decision -
Decision Reference DRN-4700573
22 May 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4700573 The complaint Miss D complains that eToro (UK) Ltd (‘eToro’) opened a trading account for her without her knowledge or consent and transferred her assets to that account. What happened Miss D said that in January 2018 she opened a trading account provided by eToro. The account ... (4 pages)View decision -
Decision Reference DRN7391178
10 Oct 2019 CIS General Insurance Limited UpheldInsurance (excluding PPI)Ms C has complained about her property insurer, CIS General Insurance Limited, in relation to a claim she made to it following a water leak.backgroundIn March 2017 Ms C found a leaking pipe in her kitchen (situated below ground). CIS accepted the claim and a loss adjuster visited Ms C’s ho... (6 pages)View decision -
Decision Reference DRN-3407575
16 Sep 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3407575 The complaint Mr H complains that Lloyds Bank PLC won’t refund money he was tricked into transferring to a fraudster. What happened Mr H became involved with what he believed to be a genuine investment opportunity. He was shown a trading platform that he says used algorithms t... (3 pages)View decision -
Decision Reference DRN7187771
14 Feb 2020 MBNA Limited UpheldBanking and creditMr H has complained MBNA Limited won’t refund the costs of a bespoke wooden gate which is unusable. He made a claim to MBNA under section 75 of the Consumer Credit Act 1974.backgroundIn March 2017 Mr H paid for a bespoke wooden gate along with rollers and track for it to run along. This wa... (4 pages)View decision
