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-2703940
29 Mar 2021 Black Horse Limited UpheldConsumer CreditDRN-2703940 The complaint Mr A complains that Black Horse Limited mishandled the rejection of a car, he’d acquired under a hire purchase agreement, which had been of unsatisfactory quality. What happened In July 2018, Mr A entered into a four-year hire purchase agreement for a new car. As... (5 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-3392810
25 Mar 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3392810 The complaint Miss G complains that a used car she acquired with finance provided by MotoNovo Finance Limited was of unsatisfactory quality. What happened Miss G got this car in March 2021 under a hire purchase agreement (HPA) she took out with MotoNovo. In early July 2021 the ... (5 pages)View decision -
Decision Reference DRN8438152
11 Oct 2017 Nationwide Building Society UpheldBanking and creditMr L complains that Nationwide Building Society held a cheque sent by a third party and failed to tell him it had been received. backgroundMr L says he was expecting to be sent a cheque from his brokers for nearly £70,000 but he says Nationwide wrongly held on to ... (2 pages)View decision -
Decision Reference DRN9271352
31 Jul 2020 Omni Capital Retail Finance Limited UpheldBanking and creditMs N complains about Omni Capital Retail Finance Limited’s refusal to agree to a full refund in relation to a point of sale loan she took out with it.background In March 2018 Ms N agreed to buy 24 treatments that she says she was told would completely transform her body. Ms N paid for thes... (5 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-5841895
28 Oct 2025 AutoMoney Limited UpheldConsumer CreditDRN-5841895 The complaint Mr W complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by AutoMoney Limited (AutoMoney). Mr W is also unhappy as he says the car’s mileage was misrepresented at the time of the sale, and he never received th... (9 pages)View decision -
Decision Reference DRN3720581
12 Mar 2019 Swissquote Ltd UpheldInvestment and pensionsMr K complains about the prices at which Swissquote Ltd executed his contract for differences (CFD) trades.backgroundMr K had a CFD account with Swissquote. He had a number of short positions on the Euro/Hungarian Forint (EURHUF) currency pair. So he’d profit if the ... (4 pages)View decision -
Decision Reference DRN5078617
31 Mar 2020 TSB Bank plc Not upheldBanking and creditMr P complains that TSB Bank plc (TSB) refuses to refund around £39,000 that he says was taken from his bank account by “an acquaintance” without his authority. Mr P wants TSB to refund his losses and explain why they didn’t spot and prevent the fraudulent spending. He’s also unhappy TSB c... (10 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision