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
-
Decision Reference DRN-4188284
10 Jan 2024 Black Horse Limited UpheldConsumer Credit1 Summary 1.This complaint is about the commission Black Horse Limited (“Black Horse”) paid to a credit broker (the “Broker”) when Mrs Y took out a hire-purchase agreement to buy a car in April 2016. 2.Mrs Y complains that Black Horse acted unfairly by paying the Broker commission without ... (64 pages)View decision -
Decision Reference DRN5748201
10 Jun 2020 Sytner Limited UpheldBanking and creditMr M complains Sytner Limited (trading as Sytner Newport) gave him misleading information about a hire purchase agreement.backgroundIn May 2016 Mr M wanted to get a new car and went to a Sytner dealership. He says he intended to part exchange his existing car and acquire a new one on finan... (5 pages)View decision -
Decision Reference DRN-4800895
16 May 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4800895 The complaint Ms K complains that a used car she acquired under a hire purchase agreement (HPA) from Advantage Finance Ltd (“Advantage”) is of unsatisfactory quality. Ms K is represented by a third party but I’ll refer to everything that’s been said on her behalf as if she said... (5 pages)View decision -
Decision Reference DRN-4854819
7 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-4854819 The complaint Mr B complains about the quality of a used car he acquired through a finance agreement with Close Brothers Limited (‘Close Brothers’). Mr B says he had problems with the car very soon after he acquired it. And as he has not been able to drive the car for a sign... (5 pages)View decision -
Decision Reference DRN9353425
12 Mar 2021 Falcon International Financial Services Ltd UpheldInvestment and pensionsComplaint Mr C is complaining about Falcon International Financial Services Ltd (FIFS) because he says he was mis-sold a high-risk, unregulated investment. This was funded by switching his pension benefits to a self-invested personal pension (SIPP). Background Following events that Mr C sa... (35 pages)View decision -
Decision Reference DRN6426343
17 Dec 2013 Barclays Bank Plc UpheldBanking and creditMr L is unhappy that he is being held liable by Barclays Bank Plc for an overdraft that accrued on his account. He says the overdraft came about following fraudulent activity. He is also unhappy that Barclays has withdrawn banking facilities.backgroundMr L was approached (via his brother... (2 pages)View decision -
Decision Reference DRN1620600
15 Feb 2019 National Westminster Bank Plc Not upheldBanking and creditMr B is unhappy that National Westminster Bank Plc removed his overdraft and defaulted his bank account.backgroundNatWest emailed Mr B in June 2016. It told him his “Student” account would become a “Graduate“ account in July 2016. The email said Mr B would keep hi... (2 pages)View decision -
Decision Reference DRN-5775226
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775226 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment scam. Mrs O is being represented by solicitors. What happened Mrs O says she fell victim to a cryptocurrency investment scam in 2021, afte... (2 pages)View decision -
Decision Reference DRN-5664364
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5664364 The complaint X complains that Barclays Bank UK PLC trading as Barclaycard has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In June 2024, X went on holiday to Crete. He arranged a vehicle hire and u... (4 pages)View decision -
Decision Reference DRN-5031498
11 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5031498 The complaint Mr R complains about the quality of a used caravan he acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Mr R says that the caravan wasn’t of satisfactory quality, it has been unreliable, and it was not a good product. What ha... (4 pages)View decision
