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-3808855
30 Nov 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3808855 The complaint Mr W has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete enough affordability checks before approving his Safety Net facility. Had it done so, it would’ve realised that Mr W couldn’t afford the repayments. What happened... (4 pages)View decision -
Decision Reference DRN-3199982
1 Feb 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3199982 The complaint Mr H complains that a used car supplied by Specialist Motor Finance Limited (SMFL) under a finance agreement was of unsatisfactory quality. What happened Mr H acquired this car in July 2020 under a hire purchase agreement (HPA). Not long after collection he notice... (6 pages)View decision -
Decision Reference DRN-4511722
16 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4511722 The complaint Mr M complains that Monzo Bank Ltd unfairly decided he is liable for disputed payments from his account. What happened In January last year, Mr M says he noticed several transfers from his account that he says he didn’t authorise. All the payments took place over ... (4 pages)View decision -
Decision Reference DRN-2832545
23 Jun 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2832545 The complaint Miss K complains that a car she acquired via a hire purchase agreement with MotoNovo Finance Limited trading as MotoNovo Finance wasn’t of satisfactory quality. What happened In October 2020 Miss K acquired a used car via a three-year hire purchase agreement with ... (5 pages)View decision -
Decision Reference DRN-5640108
4 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5640108 The complaint Mr B complains HSBC UK Bank Plc unfairly recorded a Cifas marker against him. He wants the marker removed and compensation for the impact the marker has had on him. What happened The background that led to HSBC recording a marker against Mr B are understood by ... (4 pages)View decision -
Decision Reference DRN-5865528
23 Oct 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5865528 The complaint Mr A complains that Wirex Limited won’t reimburse him funds he lost after he says they were sent to an account he did not recognise. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Betwe... (3 pages)View decision -
Decision Reference DRN-4508546
16 May 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4508546 The complaint Mrs H complains about the way in which Volkswagen Financial Services (UK) Limited (“VWFS”) handled her request to voluntary terminate her agreement. What happened In March 2022 Mrs H was supplied with a car and entered into a hire purchase agreement with VWFS. The... (3 pages)View decision -
Decision Reference DRN8754523
9 Dec 2019 Close Brothers Limited UpheldBanking and creditMr J is complaining about the quality of a car he acquired through Close Brothers Limited on a hire purchase agreement.backgroundIn October 2018 Mr J entered into a hire purchase agreement with Close Brothers to acquire a car. Mr J started to have issues with the car around a week after re... (4 pages)View decision -
Decision Reference DRN4472938
9 May 2018 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr and Mrs M complain about a with-profits bond The Prudential Assurance Company Limited advised them to take out in 1997. Their representative says that this presented too much risk for them and the large withdrawals they took support this. It therefore says that, al... (5 pages)View decision -
Decision Reference DRN-5431529
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5431529 The complaint Mr D complains that Bank of Scotland plc, trading as ‘Halifax’, hasn’t refunded the money he lost to a fraudulent investment scheme. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in deta... (6 pages)View decision
