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 DRN5467100
17 Apr 2019 Blue Motor Finance Ltd UpheldBanking and creditMr S complains that the used car he acquired via a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality.backgroundIn June 2017 Mr S acquired a used car via a 15 month hire purchase agreement. The car was around 10 years old and had a mi... (4 pages)View decision -
Decision Reference DRN-4702878
11 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4702878 The complaint Mr S is unhappy with Wise Payments Limited’s (Wise) decision to close his account and retain his funds. What happened Mr S opened an account with Wise in 2019. The account remained dormant until 2021, when Mr S began depositing money into his account and attemptin... (3 pages)View decision -
Decision Reference DRN-3920585
22 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3920585 The complaint Mr I complains that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In sum... (4 pages)View decision -
Decision Reference DRN5107418
25 May 2016 Douglas Baillie Limited UpheldInvestment and pensionsMrs L complains that Douglas Baillie Limited should not have facilitated the transfer of her pension plans into a SIPP. The money was then invested in an unregulated investment.backgroundMrs L was referred to The Pension Specialist (an appointed representative of Dou... (8 pages)View decision -
Decision Reference DRN-1471122
27 May 2020 TSB Bank plc UpheldBanking and PaymentsDRN-1471122ComplaintMr S complains that TSB Bank plc (TSB) caused him stress and inconvenience following the delay in returning a rejected bank transfer to his wife’s Individual Savings Account (ISA) and that he wasn’t kept informed by TSB when the funds were finally returned to his accoun... (2 pages)View decision -
Decision Reference DRN2465889
12 Jun 2019 Santander Consumer (UK) Plc UpheldBanking and creditMrs S complains a car supplied to her by Santander Consumer (UK) Plc through a conditional sale agreement wasn’t of satisfactory quality. backgroundOn 2 June 2018 Santander supplied Mrs S with a car through a conditional sale agreement. It was four years old, had tra... (6 pages)View decision -
Decision Reference DRN-3687293
18 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3687293 The complaint B, a limited company, complains that Barclays Bank UK Plc has refused to refund it for transactions it says it didn’t authorise. B is represented in this complaint by Mr J, it’s director. What happened B had an account with a supplier, which I’ll call T. B regular... (3 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-4550623
7 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4550623 The complaint Mr I is unhappy with the service provided by HDI Global Specialty SE (HDI) following a claim on his home insurance policy. HDI is the underwriter of this policy. Part of this complaint concerns the actions of the agents involved in the claim. HDI has accepted it i... (7 pages)View decision -
Decision Reference DRN-4963710
17 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4963710 The complaint Mr A complains about a car Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied to him under a hire purchase agreement (“HPA”) wasn’t of satisfactory quality. What happened In July 2022 MBFS supplied a car to Mr A under an HPA, it was about two years o... (5 pages)View decision
