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-4163961
20 Jul 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4163961 The complaint Mr C complains that Tesco Personal Finance PLC (trading as “Tesco Bank”) have failed\<br />View decision
to refund multiple transactions he says he didn’t authorise between July and September 2022. The details of this complaint are well known to both parties, so I won’t repea... (2 pages) -
Decision Reference DRN2248434
19 Jul 2017 PSA Finance UK Limited UpheldBanking and creditMrs E complains that the new car she bought with finance from PSA Finance UK Limited isn’t fit for purpose.backgroundMrs E bought the car in May 2016. She later complained to PSA about problems she was experiencing with it.Being unhappy with PSA’s response to her co... (3 pages)View decision -
Decision Reference DRN-3681064
13 Jan 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3681064 The complaint Mr V complains that Nationwide Building Society won’t reimburse money he paid to a third party using his credit card for an event that didn’t go ahead. What happened Mr V used his Nationwide credit card as part-payment to A for the hire of a venue and facilities c... (3 pages)View decision -
Decision Reference DRN8565135
31 Oct 2018 Creation Consumer Finance Ltd UpheldBanking and creditMr N complains that the carpets provided to him under a finance agreement with Creation Consumer Finance Ltd weren’t satisfactory and that not all of the carpets were delivered. He’d like to reject the carpets and cancel the agreement.backgroundMr N entered into a fi... (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 -
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-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 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 DRN9585499
31 Mar 2020 Startline Motor Finance Limited UpheldBanking and creditComplaintMr M complains that Startline Motor Finance Limited refused to let him reject a faulty car.BackgroundIn July 2018 Mr M acquired a second hand diesel car costing £5,990 funded by a hire purchase agreement and a small deposit. The car was some seven years old and had done 75,627 mil... (3 pages)View decision -
Decision Reference DRN5533217
6 Sep 2018 Vauxhall Finance plc UpheldBanking and creditMrs O complains that a new car she acquired with a conditional sale agreement from Vauxhall Finance plc is of unsatisfactory quality. backgroundThe background to this complaint and my provisional findings are set out in my provisional decision dated 24 July 2018 – a co... (6 pages)View decision
