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-4763217
9 May 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4763217 The complaint Mr M complains that Chetwood Financial Limited trading as BetterBorrow lent irresponsibly when it approved his loan application. What happened In December 2021 Mr M applied for a £12,000 loan with BetterBorrow. In his application, Mr M said he was a homeowner with... (4 pages)View decision -
Decision Reference DRN-4096264
30 Aug 2023 Black Horse Limited Not upheldConsumer CreditDRN-4096264 The complaint Mr G complains about a defective vehicle he acquired with credit provided by Black Horse Limited, trading as Land Rover Financial Services (“LRFS”). What happened In January 2022 Mr G acquired a brand new land rover under a regulated hire purchase agreement financ... (2 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 DRN3587109
5 May 2020 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMrs R complains about issues she’s experienced with a car supplied with finance from Mercedes-Benz Financial Services UK Limited.backgroundIn February 2019 Mrs R was supplied with a car and entered into a hire purchase agreement with MBFS.Mrs R experienced a problem with the bonnet not clo... (3 pages)View decision -
Decision Reference DRN-2853816
18 Jan 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-2853816 The complaint Mrs B complains about how Santander Consumer (UK) Plc (“Santander”) has treated her in respect of a conditional sale agreement she took out with it for the acquisition of a caravan. What happened In July 2017 Mrs B entered into a conditional sale agreement (“agree... (3 pages)View decision -
Decision Reference DRN8276150
2 Dec 2019 Nationwide Building Society Not upheldBanking and creditMr I complains that Nationwide Building Society won’t refund transactions he says he didn’t make from his account.backgroundMr I disputes a total of £12,918 of payments made to an online gambling company from his bank account. He says that he never registered with this company. The payment... (3 pages)View decision -
Decision Reference DRN-3685609
26 Oct 2022 CB Payments Ltd Not upheldBanking and PaymentsDRN-3685609 The complaint Mrs S is unhappy that CB Payments Ltd won’t refund money she was tricked into transferring to a fraudster. What happened In October 2020, Mrs S fell victim to an investment scam. As part of the scam she opened a CB Payments electronic money account and deposited f... (3 pages)View decision -
Decision Reference DRN9806034
16 Dec 2020 S4 Financial Ltd Not upheldInvestment and pensionsMr O has complained about advice he received from S4 Financial Ltd to invest in the Invicta Film Partnership No 22 (2004/5) in March 2005. In particular, Mr O has said that the individual investment wasn’t suited to his balanced risk profile, and that, in recommending the investment, S4 al... (45 pages)View decision -
Decision Reference DRN-3437960
18 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3437960 The complaint Mr T complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database. What happened Mr T says he was told in 2018 that money he had received into his account had been obtained fraudulently. His account was closed in 2019. In 2020 he discov... (3 pages)View decision -
Decision Reference DRN-5480873
8 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5480873 The complaint Ms M held the following assets with St. James’s Place Wealth Management Plc (‘SJP’) – a Stocks and Shares Individual Savings Account (‘ISA’), a Unit Trust Feeder (‘UTF’) holding that fed the ISA, a Retirement Account (‘RA’) and International Investment Bonds (‘... (9 pages)View decision
