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-2842125
3 Jun 2021 Barclays Bank Plc Not upheldBanking and PaymentsDRN-2842125 The complaint Mr R, complains on behalf of R, a limited company, about Barclays Bank Plc’s handling of two chargeback claims made against R. What happened Barclays provides merchant services to R, including card payment terminals. Barclays received two chargeback requests and t... (2 pages)View decision -
Decision Reference DRN9769401
14 Aug 2017 Lloyds Bank PLC Not upheldBanking and creditMr S has complained about the offer Lloyds Bank Plc (Lloyds) has made in relation to his packaged bank account mis-selling complaint. backgroundMr S originally complained that Lloyds mis-sold him three packaged bank accounts. Mr S was sold a Gold account at some point ... (4 pages)View decision -
Decision Reference DRN1659040
18 Jun 2014 HSBC Bank plc Not upheldBanking and creditMr L complains on behalf of D that HSBC Bank Plc did not honour an agreement he reached with it. Mr L says that HSBC promised to pay a direct debit to K if Mr L paid £3,000 in to D’s business current account. Mr L also complains that the bank spoke to his wife without permission and r... (2 pages)View decision -
Decision Reference DRN7966728
22 Apr 2013 Lombard Vehicle Management (1) Limited UpheldBanking and creditMr B is represented by his parents. Mr B’s parents complain that Lombard engaged in irresponsible lending in relation to a conditional sale agreement on a new car. Mr B has been diagnosed with Asperger’s syndrome and says he was unduly pressured into the purchase by a third party. Mr B... (4 pages)View decision -
Decision Reference DRN-5389648
12 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5389648 The complaint Mr V complains about a car supplied to him using a hire purchase agreement taken out with Specialist Motor Finance Limited (“SMFL”). What happened In May 2023, Mr V acquired a used car using a hire purchase agreement with SMFL. The duration of the agreement wa... (8 pages)View decision -
Decision Reference DRN-5060164
3 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5060164 The complaint Mr W is unhappy and complains that a car supplied to him under a hire purchase agreement with Creation Consumer Finance Limited (CCF) was of an unsatisfactory quality. When I refer to what Mr W has said and what CCF have said, it should also be taken to includ... (7 pages)View decision -
Decision Reference DRN5411392
19 Jan 2017 Santander UK Plc Not upheldBanking and creditMr H’s wife found an old passbook in his name where the last entry is in 2003. He complains that Santander UK Plc will not tell him what has happened to the balance. backgroundThe bank said Mr H’s account was closed at the beginning of 2004, the money transferr... (2 pages)View decision -
Decision Reference DRN-5861538
28 Nov 2025 V12 Retail Finance Limited UpheldConsumer CreditDRN-5861538 The complaint Ms K complained about the way V12 Retail Finance Limited (V12) dealt with a claim about goods she bought through a fixed sum loan agreement. What happened In August 2021 Ms K entered into a fixed sum loan agreement with V12 to purchase sofas from a retailer I’... (5 pages)View decision -
Decision Reference DRN-3894945
25 Jan 2023 NRAM Limited Not upheldMortgagesDRN-3894945 The complaint Mr and Mrs R, represented by their solicitors, complain that NRAM Limited treated them unfairly by overcharging them on their mortgage. Background to the complaint In 2006, Mr and Mrs R took out an interest only mortgage with Northern Rock Plc (now trading as NRAM... (20 pages)View decision -
Decision Reference DRN5626018
18 Dec 2017 Chapelhouse Trading Limited UpheldBanking and creditMiss C bought a car from Chapelhouse Trading Ltd, a car dealership. She says when she tried to cancel some extras including a warranty she couldn’t, and she was misled about how big her monthly payments would be. backgroundI set out my provisional view on whether... (8 pages)View decision
