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 4096 results
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Decision Reference DRN-5690662
14 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5690662 The complaint Mr W believes Stellantis Financial Services UK Limited (formerly Vauxhall Finance) (“Stellantis”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In October 2019, Mr W acquired a... (6 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 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-5299850
12 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299850 Complaint Mr C is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam. Background In July 2024, Mr C received an unsolicited phone call from someone who said they had discovered an e-wallet containing the proceeds of a cryptocurrenc... (3 pages)View decision -
Decision Reference DRN-4701804
14 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4701804 The complaint Mr B complains about the quality of a used car that was supplied through a Conditional Sale Agreement with Moneybarn No. 1 Limited (MBL). Mr B also complains about the administration of his agreement which led to it being cancelled in error, leaving him in arre... (6 pages)View decision -
Decision Reference DRN-3611802
7 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3611802 The complaint Mr K complains that Santander UK Plc won’t refund transactions he says he did not make and does not recognise. What happened Mr K is disputing fourteen transactions that were debited from his Santander accounts. At the end of October 2020, seven third party paymen... (6 pages)View decision -
Decision Reference DRN-1202171
13 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1202171 The complaintMiss S complains that Barclays closed her bank account and accused her of acting fraudulently. What happenedMiss S had a number of accounts with Barclays including a current account. On the 21 May 2019 Barclays received contact from a third party bank to advise fra... (2 pages)View decision -
Decision Reference DRN1883019
15 Jul 2014 Santander Consumer (UK) Plc UpheldBanking and creditMiss D complains that a car she bought with a hire purchase agreement with Santander Consumer (UK) plc (Santander Consumer Finance) was not of satisfactory quality.In making her complaint, Miss D is represented by her solicitor.backgroundMiss D bought a used car from a local dealershi... (4 pages)View decision -
Decision Reference DRN1370489
30 Aug 2018 Close Brothers Limited UpheldBanking and creditMrs L complains that the car she acquired with finance from Close Brothers Limited (“CB”) isn’t of satisfactory quality.backgroundMrs L acquired the car in June 2017. She later complained to CB about the problems she was experiencing with it. And, being unhappy with ... (5 pages)View decision -
Decision Reference DRN5960429
5 Dec 2019 Pacific IFA Limited Not upheldInvestment and pensionsMr C complains about the advice he was given by Pacific IFA Limited (Pacific) to transfer his personal pension into a self-invested personal pension (SIPP) and about Pacific not assessing the suitability of his investment in overseas property with Harlequin Property (Harlequin). He wants P... (7 pages)View decision