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 DRN0563952
24 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMiss F complains that National Westminster Bank Plc (NatWest) won’t refund her money for numerous card transactions on her account which she says she didn’t make or authorise. backgroundMiss F is disputing numerous withdrawals from her account in October 2016, totall... (3 pages)View decision -
Decision Reference DRN-4574152
22 Jan 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4574152 The complaint Mr S complains about the quality of a car he has been financing through an agreement with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr S acquired a used car using a personal contract purchase (“PCP”) agreement with CA Auto in April 2023. The cash price of ... (5 pages)View decision -
Decision Reference DRN-1928810
16 Oct 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1928810 The complaint Mr K complains that National Westminster Bank Plc has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr K opened an account with NatWest in August 2018. NatWest told Mr K it would be closing the account in September 2018. He later ... (3 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 -
Decision Reference DRN-5447229
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5447229 The complaint Mr S complains that Revolut Ltd (‘Revolut’) didn’t do enough to protect him when he was a victim of a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-4230079
11 Oct 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4230079 The complaint Miss S complains that a car acquired with finance from Startline Motor Finance Limited wasn’t of satisfactory quality. What happened In November 2022 Miss S was supplied with a car and entered into a finance agreement with Startline. At the point of supply the car... (3 pages)View decision -
Decision Reference DRN-4958337
13 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4958337 The complaint Mr F complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). Mr F has had problems with the car from the start and it’s been in for repairs multiple times. He wants to hand the car back and his paym... (6 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 -
Decision Reference DRN-4383573
2 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4383573 The complaint Mr C complains about Creation Consumer Finance Ltd’s decision to decline his claim for compensation, under section 75 of the Consumer Credit Act 1974, about a pair of fitted bookcases. What happened In April 2022 Mr C ordered two bespoke fitted bookcases from a th... (3 pages)View decision -
Decision Reference DRN-5809227
28 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5809227 The complaint Mrs R, who is represented by a third party, complains that First Response Finance Limited (‘First Response’) irresponsibly gave her credit by way of a hire purchase sale agreement she says she couldn’t afford to repay. What happened In February 2022, Mrs R acq... (2 pages)View decision