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-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 DRN-2906162
19 Jul 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2906162 The complaint Mrs O complains that a car she got with a hire purchase agreement (HPA) from MotoNovo Finance Limited was of unsatisfactory quality. What happened Mrs O got the car in January 2020 and it broke down the following August, after she’d driven over 2,000 miles. A thir... (5 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 DRN-5188703
4 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5188703 Complaint Miss J is unhappy that Lloyds Bank PLC didn’t reimburse her after she fell victim to a scam. Background In early 2024, Miss J was looking for work online. She’d submitted her contact details on several adverts. She received contact from an unknown number, which she... (3 pages)View decision -
Decision Reference DRN-4973505
13 Dec 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4973505 The complaint Mr T complains that money he tried to withdraw from his account with Trading 212 UK Limited (T212) has gone missing. What happened In late 2023 Mr T attempted to withdraw some money from his T212 stocks and shares ISA. He asked to do this via Apple Pay. Mr T sa... (2 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 DRN-5016217
30 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5016217 The complaint Mr R complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 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 DRN-3237695
6 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3237695 The complaint Mr B complains Nationwide Building Society have given him misleading information and closed his basic bank account incorrectly. What happened Mr B held a basic bank account with Nationwide, which he hadn’t used this for around 14 years. He told Nationwide he wishe... (3 pages)View decision -
Decision Reference DRN-4596951
2 Feb 2024 Grove Pension Solutions Limited Not upheldPensions and AnnuitiesDRN-4596951 The complaint Mr T complains about advice provided by Grove Pension Solutions Limited to transfer his defined benefit (DB) pension to a self-invested personal pension (SIPP). He believes the advice to transfer was unsuitable and has caused a financial loss. His complaint has be... (10 pages)View decision