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-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 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-3566637
30 Jun 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3566637 The complaint Mr T (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) provided him with a credit facility he couldn’t afford to repay. What happened Mr T approached SNC for a Safety Net facility in November 2016. This was ... (6 pages)View decision -
Decision Reference DRN-4848225
25 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4848225 The complaint Ms A complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms A is being represented by a claims management company in her complaint. What happened The detailed background to this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-5821472
14 Nov 2025 Funding Circle Ltd Not upheldInvestmentsDRN-5821472 The complaint The estate of Mr D has complained that Funding Circle Ltd (‘Funding Circle’) allowed an unauthorised third party to open two accounts in Mr D’s name. The executor wants the estate’s money to be refunded in full with reasonable interest. The estate is represent... (4 pages)View decision -
Decision Reference DRN-4377746
1 Nov 2023 Barclays Bank Plc UpheldInvestmentsDRN-4377746 The complaint The estate of Mrs B represented by Ms C and Ms J, have complained about Barclays Bank Plc. They said it gave unsuitable advice when it recommended investments to Mrs B and Mr B. They think the estate of Mrs B has suffered investment losses because of the unsuitabl... (4 pages)View decision -
Decision Reference DRN0828747
19 Oct 2018 N.I.I.B. Group Limited UpheldBanking and creditMr O complains that a used car he acquired with a hire purchase agreement with N.I.I.B. Group Limited wasn’t of satisfactory condition.backgroundIn August 2017 Mr O acquired a used car with a three year hire purchase agreement. The car was around seven years old and ... (4 pages)View decision -
Decision Reference DRN-2809472
14 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2809472 The complaint Mr H complains that HSBC UK Bank Plc, trading as first direct, failed to process direct debit payments to a cryptocurrency firm, and refused to replace his debit card. What happened Mr H has an account with first direct. He used to use his debit card to make onlin... (2 pages)View decision -
Decision Reference DRN0397045
28 Feb 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr K complains HSBC UK Bank Plc failed to refund him a large sum of money he says was debited from his current account without his permission. He also says they unfairly closed his account during what was a very difficult time for him. He wants them to refund him the amount of mon... (4 pages)View decision -
Decision Reference DRN9862447
13 Mar 2020 Close Brothers Limited Not upheldBanking and creditComplaintMr G complains that a car he acquired on a conditional sale agreement through CloseBrothers Limited wasn’t of satisfactory quality.backgroundIn January 2018, Mr G acquired a used car supplied through a conditional sale agreementwith Close Brothers. The car was around 11 years old ... (4 pages)View decision