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-1884270
12 Oct 2020 MotoNovo Finance Limited UpheldConsumer CreditDRN-1884270 The complaint Miss H complains that MotoNovo Finance Limited refused to let her reject a faulty car. What happened In June 2019 Miss H acquired a second-hand car at a cost of £10,859 funded by a deposit of £560 and the balance with a hire purchase agreement. It was some five y... (3 pages)View decision -
Decision Reference DRN8537739
7 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditP, a limited company, complains that Lloyds Bank PLC wrongly declined a cheque payable to its supplier. It says this resulted in immediate lost profit of about £4,500 and on-going losses due to the damage to its relationship with its supplier. P is represented by its director, who I’ll ref... (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-2624134
1 Dec 2021 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-2624134 The complaint Mrs P has complained about an error made by Aviva Life & Pensions UK Limited (Aviva) with respect to a pension plan she held with them. She has also complained about the service received when attempting to have the error corrected and the way in which Aviva ha... (8 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 DRN4122332
15 May 2018 Black Horse Limited UpheldBanking and creditMr D complains about a motorbike he bought on a hire purchase agreement financed by Black Horse Limited.backgroundIn July 2017 Mr D entered a hire purchase agreement with Black Horse for a motorbike worth £7,695. Since then he has taken it to be repaired three time... (4 pages)View decision -
Decision Reference DRN-6050822
2 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6050822 The complaint Mr G complains that the car he acquired through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality, and he’s unhappy with the way in which SMFL has calculated redress. What happened Mr G entered a hire purchas... (5 pages)View decision -
Decision Reference DRN-2916998
4 Aug 2021 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-2916998 The complaint Mr M complains that a car he obtained through a conditional sale agreement with Santander Consumer (UK) Plc is not of satisfactory quality. He wants Santander to accept his rejection of the car and refund his payments. What happened Mr M obtained a second-hand car... (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 -
Decision Reference DRN-4008786
27 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4008786 The complaint Mr and Mrs C have complained that Barclays Bank UK PLC (“Barclays”) blocked them from being able to make payments on their account whilst they were on holiday. Mr and Mrs C say that this ruined their holiday because they were unable to book any excursions whilst t... (3 pages)View decision