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-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 DRN8094220
4 May 2018 Advantage Finance Ltd UpheldBanking and creditMiss W complains about a car she bought under a hire purchase agreement financed by Advantage Finance Ltd.backgroundIn September 2016 Miss W bought a used car on hire purchase for £8,500. The deposit was £2,000 and the balance was on credit provided by Advantage ... (4 pages)View decision -
Decision Reference DRN-5718163
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5718163 The complaint Mr K has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2022 a close friend introduced Mr K to an investment manager, who in turn recommended him to an international investment p... (3 pages)View decision -
Decision Reference DRN-3502238
28 Jul 2022 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3502238 The complaint Ms H complains that MotoNovo Finance Limited is asking her to pay more than she owes after she terminated a hire purchase agreement. She also says they didn’t communicate with her fairly. What happened In February 2018, Ms H acquired a used car using a hire purcha... (4 pages)View decision -
Decision Reference DRN-5073194
13 Feb 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5073194 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Marsh Finance Limited (‘Marsh’). Mr R says that the car wasn’t of reasonable quality and Marsh didn’t help him when he had problems with it. What happened Our Inv... (5 pages)View decision -
Decision Reference DRN-4774656
9 Jul 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4774656 The complaint Mr B complains about Volkswagen Financial Services (UK) Limited trading as Seat Financial Services’ (“VWFS”) actions, after he told it a change in his financial circumstances meant he may no longer be able to afford the repayments owed under his hire purchase agre... (4 pages)View decision -
Decision Reference DRN4972672
21 Aug 2018 Santander Consumer (UK) Plc UpheldBanking and creditMr M complains Santander Consumer (UK) Plc terminated his hire purchase agreement when it fell into arrears. He feels more allowance should have been made for his ill-health. Mr M is represented in this complaint by his daughter, who I will call "H".backgro... (4 pages)View decision -
Decision Reference DRN3851409
12 Sep 2017 The Financial Factory Ltd UpheldInvestment and pensionsMr L complains, with the help of a representative, about the advice he received from Mr B of The Financial Factory Ltd to move his pension provisions into a Self-Invested Pension Plan (SIPP), which was done to facilitate his investment in Harlequin. Mr L says that t... (11 pages)View decision -
Decision Reference DRN-2736833
25 Jun 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2736833 The complaint Mrs D complains that National Westminster Bank Plc unfairly recorded a marker at CIFAS, the national fraud database, after it closed her account. What happened Mrs D paid in a cheque for £5,000 to her account. It was returned as being a fraudulent or counterfeit c... (3 pages)View decision -
Decision Reference DRN-4659728
4 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4659728 The complaint Mr L complains Wise Payments Limited (“Wise”) blocked and closed his account, and it has failed to return all his funds. To put things right, Mr L wants all the funds returned to him, and for Wise to pay him compensation. What happened Following an internal review... (6 pages)View decision
