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-4033371
20 Jun 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4033371 The complaint Mr G complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) has mishandled his claim under Section 75 of the Consumer Credit Act 1974 in respect of a conservatory and replacements windows and doors which were poorly instal... (8 pages)View decision -
Decision Reference DRN-5899972
6 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5899972 The complaint Mr B complains that the van he acquired through CA AUTO FINANCE UK LTD trading as CA Auto Finance UK (“CA AUTO”) wasn’t of satisfactory quality. The van has now been rejected and collected, but he’s unhappy with the redress and compensation paid by CA AUTO. Wha... (4 pages)View decision -
Decision Reference DRN-4301205
21 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4301205 The complaint Miss B complains that a car she acquired via a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”) wasn’t of satisfactory quality. What happened In September 2021 Miss B entered into a four-year hire purchase agreement for a used car with MIVF. The ca... (9 pages)View decision -
Decision Reference DRN-5758218
15 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5758218 The complaint Mr R has complained that Lendable Ltd (Lendable) is holding him liable for a loan that he did not consent to. What happened Mr R said he was coerced into taking the loan when fraudsters came into his home and threatened him. Mr R said they obtained personal i... (5 pages)View decision -
Decision Reference DRN-2916998
4 Aug 2021 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-2916998 The complaint Mr M complains that a car he obtained through a conditional sale agreement with Santander Consumer (UK) Plc is not of satisfactory quality. He wants Santander to accept his rejection of the car and refund his payments. What happened Mr M obtained a second-hand car... (4 pages)View decision -
Decision Reference DRN7118589
22 May 2014 HSBC Bank plc Not upheldBanking and creditMiss M complains that HSBC Bank Plc (trading as First Direct) is holding her liable for a debt on her First Direct account. Miss M says she is the victim of fraud and wants HSBC to refund the money that was in her account before the fraud happened. And she wants the bank to apologise,... (3 pages)View decision -
Decision Reference DRN1868801
7 May 2020 PSA Finance UK Limited UpheldBanking and creditMiss A complains that a car she acquired with the assistance of finance from PSA Finance UK Limited is not of satisfactory quality.backgroundMiss A entered in to an agreement with PSA to finance the purchase of a used car on 30 October 2018 for £10,358. Miss A raised concerns with the supp... (4 pages)View decision -
Decision Reference DRN4838646
30 Mar 2016 Portal Financial Services LLP UpheldInvestment and pensionsMiss A complains about the advice she got from Portal Financial Services LLP to transfer her pension benefits into a Self Invested Personal Pension (SIPP) Plan. She’s been told that her SIPP investments are now illiquid and can’t be used for income drawdown.Miss A got a... (4 pages)View decision -
Decision Reference DRN1649620
3 Oct 2016 The FG (IFA) Limited UpheldInvestment and pensionsThe complaint is about the advice The FG (IFA) Limited (“FG”) gave to Mr W to transfer his existing pensions to a self-invested personal pension (SIPP). The SIPP was set up to invest in Harlequin Property.backgroundMr W found out about Harlequin Property from a firm ... (9 pages)View decision -
Decision Reference DRN8537739
7 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditP, a limited company, complains that Lloyds Bank PLC wrongly declined a cheque payable to its supplier. It says this resulted in immediate lost profit of about £4,500 and on-going losses due to the damage to its relationship with its supplier. P is represented by its director, who I’ll ref... (3 pages)View decision
