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 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 -
Decision Reference DRN-3601448
19 Jul 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3601448 The complaint Mr S complains that American Express Services Europe Limited (AMEX) treated him unfairly when it asked him to pay a balance it claimed had been credited back to him. What happened Around March 2019, AMEX contacted Mr S asking that he pay an outstanding balance on ... (4 pages)View decision -
Decision Reference DRN7647584
15 May 2013 Bank of Scotland Plc Not upheldBanking and creditMrs W complains that she is held liable for transactions on her account that she disputes authorising.backgroundMrs W opened an account with Bank of Scotland plc (“Bank of Scotland”) in January 2012 and by April 2012 over £15,000 had been deposited. She says this was savings she h... (3 pages)View decision -
Decision Reference DRN-4036551
21 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4036551 The complaint Mrs K complains that Lloyds Bank PLC hasn’t refunded her after she paid money as a deposit for a car that turned out to have been a scam. Mrs K’s husband had most of the dealings with the seller, and so I will refer to both Mrs K and her husband in what follows. H... (5 pages)View decision -
Decision Reference DRN-5446276
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5446276 The complaint Miss W complains about how U K Insurance Limited trading as Direct Line (Direct Line).dealt with a claim under her motor insurance policy, deeming liability to be a 50:50 split. Miss W maintains she wasn’t at fault and is also unhappy at the service from Direct... (4 pages)View decision -
Decision Reference DRN-3252781
28 Feb 2022 West End Garage (Honda) Limited Not upheldConsumer CreditDRN-3252781 The complaint The executor, Mrs R on behalf of the estate of Mr P, complains that West End Garage (Honda) Limited (West End Garage) irresponsibly approved a hire purchase agreement for Mr P. What happened The late Mr P had been a customer of West End Garage for over 20 years. I... (3 pages)View decision -
Decision Reference DRN4215914
22 Oct 2018 Close Brothers Limited UpheldBanking and creditMr R, represented by Mrs C, complains that the car he acquired through a conditional sale agreement with Close Brothers Limited (trading as Close Brothers Motor Finance (CBMF)) was not of satisfactory quality or fit for purpose.backgroundMr R entered into a conditional ... (3 pages)View decision -
Decision Reference DRN-4269090
13 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4269090 The complaint Mr and Mrs R are unhappy that HSBC UK Bank Plc (trading as First Direct) won’t reimburse them for the money they lost when Mr R fell victim to a scam. What happened Mr and Mrs R are represented in this complaint by a solicitor, for simplicity I will refer to Mr an... (4 pages)View decision -
Decision Reference DRN-3724334
30 Dec 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3724334 The complaint Miss B’s complaint concerns advice she received from Portal Financial Services LLP (Portal) to invest in high risk funds. She has reached retirement age and is now unable to access any of the funds within her pension. What happened The details of the complaint are... (8 pages)View decision -
Decision Reference DRN-4163176
31 May 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4163176 The complaint Mr H is unhappy with how Blue Motor Finance Ltd (‘BMF’) treated him in relation to a hire purchase agreement when he got into financial difficulty. What happened Mr H took a hire purchase agreement to acquire a car in September 2017. The car had a cash price of £2... (6 pages)View decision
