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 DRN4442064
16 Jul 2018 The Car Finance Company (2007) Ltd UpheldBanking and creditMiss H complains that an immobiliser on a car she had on hire purchase with The Car Finance Company (2007) Ltd (“TCFC”) prevented her car from starting. She also complains that TCFC wrongly debited money from her account.backgroundIn November 2016 Miss H bought a car on h... (6 pages)View decision -
Decision Reference DRN5892670
23 Apr 2019 Advantage Finance Ltd UpheldBanking and creditMr A complains that a vehicle he finances through an agreement with Advantage Finance Ltd (“Advantage”) is not of satisfactory quality. He wants to be able to reject it and end his agreement.backgroundMr A took receipt of a used car in June 2018; the car was first ... (3 pages)View decision -
Decision Reference DRN-3766691
26 Jan 2023 FACET INVESTMENT MANAGEMENT LTD Not upheldPensions and AnnuitiesDRN-3766691 The complaint Mrs E complains that FACET INVESTMENT MANAGEMENT LTD (FACET), in its role as her discretionary fund manager (DFM), invested the funds within her personal pension inappropriately. In this complaint Mrs E is represented by a professional third-party, but for clarity... (4 pages)View decision -
Decision Reference DRN-4748081
2 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748081 The complaint Mr R complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr R has explained that in August 2023, he was an international student and actively looking for work. Mr R received contact via an instant messaging app ... (5 pages)View decision -
Decision Reference DRN-2906527
18 Aug 2021 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-2906527 The complaint Mrs M complains that a car she paid for using a fixed sum loan agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, (“Santander”) wasn’t of satisfactory quality. She also complains that the car was misrepresented to her. Mrs M is repr... (4 pages)View decision -
Decision Reference DRN-3728495
10 Oct 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3728495 The complaint Mr B complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In December 2020, Mr B acquired a used car financed by a conditional sale agreement from Moneybarn. Mr B paid a £13 deposi... (2 pages)View decision -
Decision Reference DRN-4953169
29 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4953169 The complaint H, a trust, complains about the way that Santander UK Plc handled its application for new accounts. H has been represented in this complaint by one of its trustees, Mr H. What happened In late September 2023 H had a discussion with Santander about the possibili... (6 pages)View decision -
Decision Reference DRN-4824883
4 Feb 2025 247 Money Group Limited UpheldConsumer CreditDRN-4824883 The complaint Mr B is unhappy with the quality of a car supplied to him under a hire purchase agreement with 247 Money Group Limited trading as 247Money (“247”). What happened I sent Mr B and 247 my provisional findings on this complaint on 16 January 2025. A copy of that de... (6 pages)View decision -
Decision Reference DRN-3894707
22 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3894707 The complaint Mr J complains that Revolut Ltd won’t refund card payments he says he didn’t make from his account. What happened Mr J explains he was staying in a city abroad. He had two Revolut cards with him. And the one he had as a backup was taken. He says that card was used... (4 pages)View decision -
Decision Reference DRN-5705953
21 Jul 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5705953 The complaint Mrs S is unhappy that Tesco Personal Finance PLC, trading as Tesco Bank, aren’t allowing her to close her saving bond early. What happened Mrs S has a Fixed Rate Saver (“FRS”) with Tesco, the terms of which include that no withdrawal or account closure is perm... (5 pages)View decision
