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 3981 results
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Decision Reference DRN-5277280
25 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5277280 The complaint Mr Z, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’) irresponsibly granted him three hire purchase agreements he couldn’t afford to repay. What happened In May 2014, Mr Z acquired a used car financed by way of a hire pu... (5 pages)View decision -
Decision Reference DRN-5745249
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5745249 The complaint Mrs D complains that HSBC UK Plc won’t refund money she lost when she was the victim of a job scam. Mrs D is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (5 pages)View decision -
Decision Reference DRN-4981708
22 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4981708 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr M is being represented by solicitors in this complaint. What happened The complaint concerns three transactions totalling approximately £25,... (4 pages)View decision -
Decision Reference DRN2027563
7 Mar 2018 Lloyds Bank PLC UpheldBanking and creditMr B complains that Lloyds Bank Plc lent him money he couldn’t pay back.backgroundMr B told us that he was trying to buy a home, and asked Lloyds for a mortgage. His mortgage application was successful, and he had saved a deposit, but he hadn’t accounted for all the... (3 pages)View decision -
Decision Reference DRN-5839643
10 Oct 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5839643 The complaint Mr V complains that Creation Consumer Finance Ltd (Creation) has treated him unfairly following a claim made about a faulty mattress. What happened Mr V purchased a mattress and a few other items from a merchant who I’ll call D on 28 November 2019. The cost of ... (5 pages)View decision -
Decision Reference DRN-5697173
27 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5697173 The complaint Miss S complains about a refund of a monthly repayment she made to Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”) on a credit agreement she held with them. What happened In August 2024, Miss S renewed an insurance policy she held wit... (4 pages)View decision -
Decision Reference DRN9503324
13 Nov 2015 Ageas Retail Limited UpheldInsurance (excluding PPI)Mr R has complained that Ageas Retail Limited’s service to him was poor when he told it a motor policy had been taken out in his name without his knowledge.background Ageas, the broker, received a call from a person who used Mr R’s name and address to buy a motor... (3 pages)View decision -
Decision Reference DRN1335425
9 Nov 2015 TSB Bank plc Not upheldBanking and creditMr C complains that TSB Bank plc failed to deal properly with him following fraudulent use of his account by a third party, causing him significant additional upset and trouble.backgroundMr C was the victim of a fraud, in which the proceeds of a loan were paid into M... (2 pages)View decision -
Decision Reference DRN-3282008
28 Jan 2022 Topaz Finance Limited UpheldMortgagesDRN-3282008 The complaint Miss R complains Topaz Finance Limited trading as Jasper Mortgages (“Jasper”) treated her unfairly after she missed payments on her buy-to-let mortgage. She’s unhappy it took possession of her property and decided to sell it without telling her; and it didn’t make... (5 pages)View decision -
Decision Reference DRN7486394
7 Mar 2014 Weatherseal Home Improvements Limited UpheldBanking and creditMrs Y’s representative complains that an agent of Weatherseal Home Improvements Limited persuaded her to take out a loan agreement to pay for a new door.background A Weatherseal salesman visited Mr and Mrs Y’s home in January 2012. Following that visit, Mr and Mrs Y bought a new door, fi... (3 pages)View decision
