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-4861361
19 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4861361 The complaint Mr C, who is represented by a third party, complains that Moneybarn No.1 Limited, trading as Moneybarn (“Moneybarn”), irresponsibly granted him two conditional sale agreements he couldn’t afford to repay. What happened In July 2020, Mr C acquired a used car financ... (3 pages)View decision -
Decision Reference DRN8814877
12 Dec 2013 Bank of Scotland Plc Not upheldInvestment and pensionsMr and Mrs C have complained that advice they received from Bank of Scotland plc (“the business”) in March 2004 to invest £25,000 in a capital-protected product, the ‘Guaranteed Investment Plan’, over five years was unsuitable. They are represented in their complaint by a third party adv... (6 pages)View decision -
Decision Reference DRN-4543104
30 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4543104 The complaint Mr R complains that HSBC UK Bank Plc won’t refund him all his money for a package holiday. What happened In April 2019 Mr R’s HSBC UK Bank Plc credit card was used to pay a deposit on a package holiday of just under £5,000 for himself and s... (4 pages)View decision -
Decision Reference DRN-4530715
12 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4530715 The complaint Mr B and Mrs B complain that Barclays Bank UK PLC returned funds to their former tenant without their authorisation. What happened Mr and Mrs B say that the tenant of their flat gave notice to end the tenancy, but he was very late in paying his last month’s rent i... (3 pages)View decision -
Decision Reference DRN-4526586
20 Dec 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4526586 The complaint Mr G complains that National Westminster Bank Plc trading as Ulster Bank didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN9702871
17 Jun 2021 TSB Bank plc Not upheldBanking and creditMr P complains about TSB Bank plc’s refusal to give him the refund he considers he is entitled to. background In September 2018 Mr P hired a car while he was abroad. He used his credit card provided by a third party who is not involved in this complaint, to pay for the hire. But on collect... (5 pages)View decision -
Decision Reference DRN-5638964
24 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5638964 The complaint Mr P, who is represented by a third party, complains that MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In March 2021 Mr P acquired a used car financed by a hire purchase a... (3 pages)View decision -
Decision Reference DRN4433856
23 Jul 2019 HSBC UK Bank Plc UpheldBanking and creditMrs S complains about the service she received from HSBC UK Bank Plc in relation to her items in safekeeping.background Mrs S said she’d used HSBC’s safekeeping service since 1992. She’d paid an annual charge for the service. In August 2016 Mrs S got a letter from HSBC saying it was closin... (2 pages)View decision -
Decision Reference DRN-4748950
20 Dec 2024 Cambourne Financial Planning Limited Not upheldInvestmentsDRN-4748950 The complaint Mr C has complained about the management of his investments and the service, support and advice he and his late wife received from Cambourne Financial Planning Limited (‘Cambourne’). As a result, he says he has suffered a financial loss which he wants returned ... (8 pages)View decision -
Decision Reference DRN-3818261
3 Apr 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3818261 The complaint Mrs T says that Tesco Personal Finance PLC, trading as Tesco Bank (who I’ll refer to as “Tesco”) unfairly declined her claims under the Consumer Credit Act 1974 (the ‘CCA’) in relation to a timeshare product she was sold. Mrs T has made a claim on behalf of hersel... (5 pages)View decision
