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-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 DRN0639049
27 Oct 2020 N.I.I.B. Group Limited UpheldBanking and creditMr P complains that a used car he got with finance from N.I.I.B. Group Limited (trading as Northridge Finance) (“Northridge”) was of unsatisfactory quality. background Mr P got this car near the start of October 2018 with a hire purchase agreement (HPA) from Northridge. He took the car bac... (6 pages)View decision -
Decision Reference DRN-5021821
14 Oct 2024 Principality Building Society Not upheldBanking and PaymentsDRN-5021821 The complaint Mr S complains about the maturity information and service provided by Principality Building Society at the end of his existing product term. What happened Mr S had an one year fixed rate bond with PBS that was due to mature on 25 September 2023. PBS says it is... (3 pages)View decision -
Decision Reference DRN6834748
3 Feb 2015 HSBC Bank plc UpheldInvestment and pensionsMr J has complained that advice he received from HSBC Bank Plc (“HSBC”) in July 2004 to invest £50,000 across two Open Ended Investment Companies (OEIC) based on a ‘medium’ attitude to investment risk was unsuitable for him.He is represented by a third part adviser, which has said that: ... (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 DRN6874044
18 Oct 2019 National Westminster Bank Plc Not upheldBanking and creditMr H2 complains on behalf of his mother Mrs H that National Westminster Bank Plc (“NatWest”) has lost a number of documents that were in its safe keeping.backgroundMr H2 believes NatWest has lost a signed copy of his father’s will that it held in safe custody. I’ll refer to Mr H2’s father ... (6 pages)View decision -
Decision Reference DRN-5119419
14 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5119419 The complaint Mr H has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited. What happened Stellantis supplied Mr H with a new car on a hire purchase agreement in November 2020. The cash price of the car was around £24,000. T... (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-5516348
11 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5516348 The complaint Miss L complains about a car supplied to her using a hire purchase agreement taken out with Startline Motor Finance Limited (“SMFL”). What happened In June 2022, Miss L acquired a used car using a hire purchase agreement with SMFL. The car was over four years ... (4 pages)View decision