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 DRN2431908
9 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr D complains that National Westminster Bank Plc is seeking repayment of a debt he says arose when transactions were made on his account without his knowledge. Mr D says he found out someone had used his account to deposit cheques, transfer and withdraw money. The cheques were r... (2 pages)View decision -
Decision Reference DRN0700383
7 Apr 2020 IG Index Limited Not upheldInvestment and pensionsMr E complains that IG Index Limited ("IG Index") manipulated the live trading platform as he'd been winning on the demo account while losing on the live one. He also complains that he never received the results of his appropriate assessment in writing and his account went n... (3 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 DRN0110920
22 Feb 2021 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditThe executor on behalf of the estate of Mr L complains that Volkswagen Financial Services (UK) Limited (“VWFS”) irresponsibly approved a hire purchase agreement for Mr L. background In September 2016, Mr L acquired a used car from a dealership using a hire purchase agreement from VWFS. The... (6 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-4749310
18 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4749310 The complaint Mr A complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr A was looking for a job and was approached by a recruiter on a messaging platform who offered a fully flexible role. It entailed him completing reviews of pr... (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-5601457
14 Oct 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5601457 The complaint Mr C complains that Moneybarn No.1 Limited loaded a CIFAS fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Moneybarn supplied Mr C with a used vehicle on a ... (4 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-2913640
8 Jul 2021 Lloyds Bank PLC UpheldInvestmentsThe complaint Mrs C is legally represented. Her complaint is that Lloyds Bank PLC (‘Lloyds’) breached its duty of care towards her – as a Lloyds banking customer/client – when she sought its assistance in securing a high interest deposit arrangement for her capital in 2017. What happened M... (7 pages)View decision
