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-4538427
4 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4538427 The complaint Mrs R is unhappy that Nationwide Building Society will not refund the money she lost as the result of an authorised push payment (APP) scam. Mrs R brought her complaint through a representative, for ease I will refer solely to Mrs R in this decision. What happened... (5 pages)View decision -
Decision Reference DRN-4359533
20 Sep 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4359533 The complaint Mrs F complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, who I’ll call Santander. What happened I issued my provisional decision on this complaint in August of t... (3 pages)View decision -
Decision Reference DRN3322234
31 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr K complains about a disputed transaction on his Barclays Bank Plc current account that he says he didn’t make or authorise. backgroundIn September 2013 Mr K opened a current account with Barclays, depositing £9,000 in cash. The money had, a week earlier, been paid in to Mr K’s exist... (3 pages)View decision -
Decision Reference DRN-3420136
10 Jun 2022 RCI Financial Services Limited Not upheldConsumer CreditDRN-3420136 The complaint Mrs I is unhappy that RCI Financial Services Limited trading as Nissan Finance (‘RCI’) terminated the hire purchase agreement she had with them. Mrs I is being represented in this complaint. However, for ease of reference, I’ll only refer to Mrs I within my decisi... (4 pages)View decision -
Decision Reference DRN7930879
3 Nov 2020 Moneybarn No. 1 Limited Not upheldBanking and creditMr M complains that a used vehicle he got with finance from Moneybarn No 1 Limited was of unsatisfactory quality at the point of supply and Moneybarn took too long to deal with his complaint. background Mr M acquired a used van under a conditional sale agreement (CSA) he took out with Mone... (5 pages)View decision -
Decision Reference DRN-3412935
4 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3412935 The complaint Miss S complains that Lloyds Bank Plc (Lloyds) won’t refund disputed transactions that were sent to a cryptocurrency account from her bank account. What happened In January 2021, Miss S said she created a cryptocurrency account, with the help of her cousin, transf... (3 pages)View decision -
Decision Reference DRN-5085151
30 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5085151 Complaint Mr S is unhappy that Revolut Ltd didn't refund him when he told it he'd fallen victim to a scam. Background In April 2023, Mr S fell victim to an investment scam. He received unsolicited contact via WhatsApp from someone promoting an investment opportunit... (2 pages)View decision -
Decision Reference DRN0719449
11 Feb 2016 Barclays Bank Plc UpheldBanking and creditMr V complains about Barclays Bank Plc in relation to a bank transfer. Mr V believed he was sending money to his business partners’ account overseas but ended up sending funds to a third party. Mr V wants Barclays to refund him the money he has lost.backgroundOn 2... (2 pages)View decision -
Decision Reference DRN-3054069
21 Oct 2021 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3054069 The complaint Mr G complains that a used car he got with a conditional sale agreement (CSA) provided by Moneybarn No. 1 Limited was of unsatisfactory quality. What happened Mr G got this car in in June 2019. A few months later he had trouble with the diesel particulate filter (... (5 pages)View decision -
Decision Reference DRN-3582434
6 Jul 2022 Vauxhall Finance plc UpheldConsumer CreditDRN-3582434 The complaint Mr R complains Vauxhall Finance plc (Vauxhall) provided him with a car which he doesn’t believe was of satisfactory quality. What happened In February 2020, Mr R entered into a 48 month conditional sale agreement with Vauxhall for a used car. The ... (4 pages)View decision
