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-5350117
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350117 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In late 2023, Mrs J was looking for help after falling victim to a loan scam. She came across an advert for a recovery company who claimed to be a... (4 pages)View decision -
Decision Reference DRN8233203
1 Nov 2017 TSB Bank plc UpheldBanking and creditMrs W complains about poor service and that TSB Bank plc gave her incorrect information about account switching.backgroundMrs W says that in early 2017 she tried to withdraw cash at a TSB branch. She was told that the branch didn’t have any cash and was referred to a... (4 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 -
Decision Reference DRN-4158295
17 Aug 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4158295 The complaint Miss D complaints that Wise Payments Limited (“Wise”) won’t refund funds she lost to an investment scam. Miss D is being represented by a claims management company in her complaint. What happened In 2021, Miss D became interested in an investment opportunity promo... (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-1516568
28 May 2020 Close Brothers Limited UpheldConsumer CreditDRN-1516568The complaintMr B complains that a car he has been financing through an agreement with Close Brothers Limited ("Close Brothers") has not been of satisfactory quality. What happenedMr B took receipt of a used car in November 2018. He financed the deal through a conditio... (3 pages)View decision -
Decision Reference DRN-2711079
26 Apr 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2711079 The complaint Mr P complains that National Westminster Bank Plc told him they’d closed his savings account in 2013, but that they didn’t actually close it until 2020. He says he was caused distress when he received an email telling him a statement for the account was ready to v... (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 -
Decision Reference DRN-5033053
20 Sep 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5033053 The complaint Miss B complains about a vehicle supplied to her under a hire-purchase agreement with CA Auto Finance UK Ltd. Background I recently issued my provisional conclusions setting out the events leading up to this complaint, and how I thought it should be resolved. I... (4 pages)View decision -
Decision Reference DRN-1323501
17 Jan 2020 Hyundai Capital UK Limited UpheldConsumer CreditDRN-1323501 The complaintMr W complains that a new car he acquired under a conditional sale agreement from Hyundai Capital UK Limited (“HCUK”) wasn’t of satisfactory quality, contrary to the Consumer Rights Act 2015 (“CRA”). What happenedMr W entered into a conditional sale agreement with ... (5 pages)View decision