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 3967 results
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Decision Reference DRN-2122425
27 Sep 2020 Lloyds Bank PLC Not upheldInvestmentsDRN-2122425The complaintMr L complains that investment advice he received from Lloyds Bank PLC in 1997 was unsuitable. Mr L is represented in this matter by a third party. What happenedIn 1997 Lloyds advised Mr L to invest a total of £20,000. The money was split between two products, £6,00... (3 pages)View decision -
Decision Reference DRN-4698784
5 Jun 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4698784 The complaint Mr S complains that Blue Motor Finance Ltd (BMF) irresponsibly agreed to a hire purchase agreement that he couldn’t afford to repay. What happened In December 2019 Mr S acquired a car after he entered into a hire purchase agreement with BMF. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-4503128
12 Dec 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4503128 The complaint Mr A complains that the car he acquired through a hire purchase agreement with Oodle Financial Services Limited wasn’t of satisfactory quality. He wanted the costs he has been quoted for repair to be deducted from his agreement. Mr A is represented by a third part... (10 pages)View decision -
Decision Reference DRN-4787781
7 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4787781 The complaint Ms C and her representative complain that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2022 Ms C acquired a used car financed by way of a conditional sale agre... (5 pages)View decision -
Decision Reference DRN-4484511
27 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4484511 The complaint Mr G is unhappy HSBC UK Bank Plc won’t refund payments he says were made when he lost his card abroad. What happened The details of this complaint are well known to both parties, so I will not repeat them again here in detail. The facts are not in dispute so I wil... (3 pages)View decision -
Decision Reference DRN-4722823
9 Aug 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4722823 The complaint Mr D complains about the quality of a car he has been financing through an agreement with Zopa Bank Limited (Zopa). What happened Mr D took receipt of a used car in April 2023. The car was about nine years old and had already completed about 95,000 miles. Mr D ... (3 pages)View decision -
Decision Reference DRN-2847364
16 Jun 2021 Mortgages Plc Not upheldMortgagesDRN-2847364 The complaint Ms C’s complaint is about a mortgage account with Mortgages plc. Ms C is unhappy that a payment made to redeem the mortgage via a third party’s account was returned by Mortgages plc and was not used to pay off the mortgage. Ms C is also unhappy that Mortgages plc ... (4 pages)View decision -
Decision Reference DRN-5017611
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5017611 The complaint Mrs S has complained that HSBC UK Bank Plc declined her claim under section 75 of the Consumer Credit Act 1974. What happened Mrs S bought a conservatory through a third party supplier, that I will refer to here as ‘T’, and paid her deposit using her credit car... (2 pages)View decision -
Decision Reference DRN-4856198
17 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4856198 The complaint Mr H is complaining about BMW Financial Services (GB) Limited trading as Mini Financial Services (BMWFS). He says they acted irresponsibly in lending to him because of his credit history and complains that this created an unfair relationship. Mr H’s complaint has ... (5 pages)View decision -
Decision Reference DRN-4170550
13 Jul 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4170550 The complaint Mr H complains that he was a victim of a scam after Tesco Personal Finance PLC trading as Tesco Bank approved payments from his account. What happened In 2021 Mr H appointed a firm of builders to carry out work on a property they’d purchased. Mr H has explained th... (3 pages)View decision
