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-4812487
30 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4812487 The complaint Miss C complains that Volkswagen Financial Services (UK) Limited (“VWFS”) lent to her irresponsibly and without carrying out proper affordability checks. What happened In September 2017 VWFS granted Miss C a hire purchase (HP) agreement which was scheduled to b... (4 pages)View decision -
Decision Reference DRN-3979180
21 Feb 2023 CB Payments Ltd Not upheldBanking and PaymentsDRN-3979180 The complaint Mr G complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing on or around January 2021, Mr G says he fell victim to a multi-layered operation orchestrated by a company I’ll refer to as ‘B’. Mr G says B sold hi... (3 pages)View decision -
Decision Reference DRN-3915465
16 Jun 2023 Goji Financial Services Limited UpheldInvestmentsDRN-3915465 The complaint Ms M complains that Goji Financial Services Limited (“Goji”) mis-sold her investment in the Blackmore Bond Innovative Finance Individual Savings Account (“the Blackmore Bond”). Ms M is being represented in this complaint by a claims management company (“CMC”). How... (14 pages)View decision -
Decision Reference DRN-5141143
22 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5141143 The complaint H, a business partnership, complains that Barclays Bank UK PLC wrongly restricted its accounts and cancelled all regular payments. What happened H explains that it told Barclays several times that it intended to continue to operate after the death of one of the... (3 pages)View decision -
Decision Reference DRN8279250
18 Nov 2019 Santander Consumer (UK) Plc Not upheldBanking and creditMrs M complains that a conditional sale agreement (CSA) she got from Santander Consumer (UK) plc (trading as Santander Consumer Finance) (SCF) was mis-sold and it was irresponsible of SCF to lend her the money.Mrs M is represented by a relative but I’ll refer to anything that’s been said o... (5 pages)View decision -
Decision Reference DRN1812546
7 Jul 2020 West Bromwich Building Society UpheldBanking and creditThe estate of the late Mr G is unhappy that West Bromwich Building Society (“WBBS”) hasn’t refunded money after the late Mr G was the victim of a scam. It thinks WBBS didn’t do enough to protect Mr G from the scam.For ease of reading I’ll refer to the estate of Mr G as “E” throughout this ... (9 pages)View decision -
Decision Reference DRN-5632479
8 Oct 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5632479 The complaint Mrs K, who is represented by a third party, complains that Santander Consumer (UK) Plc, trading as Mazda Financial Services (“Mazda Financial Services”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In Novem... (3 pages)View decision -
Decision Reference DRN-3681293
2 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3681293 The complaint Mr E has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly turned down his claim made under the Consumer Credit Act 1974 (“CCA”). What happened In April 2013, Mr E, along with his wife, took out a membership of a holiday and lifestyle club tha... (5 pages)View decision -
Decision Reference DRN-5186017
27 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5186017 The complaint Mr M complains that HSBC UK Bank Plc wouldn’t reimburse him money he lost from what he believes to be fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr M sought the services of a... (4 pages)View decision -
Decision Reference DRN-4457191
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4457191 The complaint Mr D complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he says he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The back... (4 pages)View decision
