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-4440624
19 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4440624 The complaint Mr H complains Santander Consumer (UK) Plc (SCUK) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In November 2022 Mr H entered into a 48 month conditional sale agreement for a used car. The car’s cash price was around ... (5 pages)View decision -
Decision Reference DRN-5378481
11 Jul 2025 CB Payments Ltd Not upheldBanking and PaymentsDRN-5378481 The complaint Mr H complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing around December 2022, Mr H fell victim to an investment scam from a company that I will call ‘Q’. Mr H says Q sold him an investment opportunity ... (3 pages)View decision -
Decision Reference DRN-4057427
31 Mar 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4057427 The complaint Mrs B complains about the quality of a car she acquired under a finance agreement with N.I.I.B. Group Limited trading as Northridge Finance. What happened Mrs B is represented in her complaint by her husband. However, to keep things simple, I have referred to all ... (9 pages)View decision -
Decision Reference DRN8912217
1 Dec 2016 Barclays Bank Plc UpheldInvestment and pensionsMrs S (who is represented by her daughter Miss A) is unhappy with investment advice that she was given by Barclays Bank Plc. She says the fund it recommended wasn’t suitable for her. backgroundMrs S got in touch with Barclays in 2006 and asked for advice on invest... (4 pages)View decision -
Decision Reference DRN-3718726
22 Nov 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3718726 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t written off a loan he took out during a scam. What happened Mr R says that on 17 March 2022 he received a call from someone who said they were from Halifax’s fraud department. Although ... (6 pages)View decision -
Decision Reference DRN-5684239
30 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5684239 The complaint Mr S is unhappy with how The Royal Bank of Scotland Plc (RBS) reported his arranged overdraft to the credit reference agencies (CRA). What happened In 2018 Mr S took out his bank account with RBS as a student and continued to use the account after he graduated... (4 pages)View decision -
Decision Reference DRN-5690689
8 Aug 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5690689 The complaint Mrs H complains about the quality of a used car she acquired through a hire purchase agreement (HPA), financed by RCI Financial Services Limited trading as Nissan Financial Services (RCI). Mrs H is represented in this complaint by her husband Mr H but, for ease... (11 pages)View decision -
Decision Reference DRN1744412
12 Feb 2021 Clydesdale Financial Services Limited Not upheldBanking and creditMr M complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance ("BPF"), mishandled his claim under Section 75 of the Consumer Credit Act 1974 ("S75"), for issues with a fitted kitchen that had been purchased via a fixed sum loan. backgrou... (5 pages)View decision -
Decision Reference DRN8735936
25 Jun 2013 The Co-operative Bank Plc Not upheldBanking and creditMs H complains that The Co-operative Bank Plc unfairly and unreasonably did not allow her chargeback request. And that it unfairly set off money from her credit card account against money it said she owed it because her chargeback request was unsuccessful. backgroundMs H approached the m... (2 pages)View decision -
Decision Reference DRN-5703989
27 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703989 The complaint Mr C complains about Aviva Insurance Limited (“Aviva”) about the decision to decline cover for his watch, when it was stolen. He wants Aviva to cover the loss. What happened Mr C holds high net worth insurance, on the basis of covering ‘all risks’. He had a num... (3 pages)View decision
