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 392389 results
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Decision Reference DRN-5954933
17 Nov 2025 Honda Finance Europe Plc UpheldConsumer CreditDRN-5954933 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Honda Finance Europe Plc trading as Honda Financial Services was of an unsatisfactory quality. What happened In June 2024, Mr H was supplied with a new car through a hire purchase ... (6 pages)View decision -
Decision Reference DRN-5892660
17 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5892660 The complaint Mr W complains that charges for damage, over and above fair wear and tear, that Mitsubishi HC Capital UK PLC , trading as Novuna Vehicle Solutions (Novuna) applied at the end of his hire agreement were unfair. He would like these removed. What happened The det... (2 pages)View decision -
Decision Reference DRN-5755492
17 Nov 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5755492 The complaint Mr H complains about the quality of a car that was supplied through a hire agreement with Tesla Financial Services Limited (TFS). What happened In September 2024, Mr H acquired a brand-new car using a hire agreement with TFS. Mr H was due to make an advanced pa... (3 pages)View decision -
Decision Reference DRN-5797086
17 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5797086 The complaint Mr and Mrs H complain that Bank of Scotland plc (“BoS”) did not reimburse the funds they say they lost to a scam. What happened Mr and Mrs H found an investment opportunity through a website initially. This investment was in the development of holiday lodges wh... (4 pages)View decision -
Decision Reference DRN-5955121
17 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5955121 The complaint This complaint’s about a mortgage Mrs C holds with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). There are various strands to the complaint, but the essence of it is that Mrs C believes NatWest made additional loans on the mortgage to her late hu... (4 pages)View decision -
Decision Reference DRN-5910652
17 Nov 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5910652 The complaint Mr V complains that Trading 212 UK Limited (“T212”) failed to protect him from foreseeable harm when he was experiencing severe mental health issues. He says T212’s failure to stop him trading meant he lost money he couldn’t afford to lose and that, as a result... (3 pages)View decision -
Decision Reference DRN-5889207
17 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5889207 The complaint Mr K complains that Revolut Ltd didn’t do enough to protect him when he lost money to a scam. In bringing this complaint Mr K has been supported by a professional representative that I’ll refer to as ‘C’. What happened The background to this complaint is famili... (5 pages)View decision -
Decision Reference DRN-5839561
17 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839561 The complaint Mrs R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds she says she lost to a scam. What happened Mrs R says she was introduced to an investment opportunity via a trusted property investment specialist. Thi... (4 pages)View decision -
Decision Reference DRN-5889213
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5889213 The complaint Mr K complains that HSBC UK Bank Plc has refused to reimburse money he lost to a scam In bringing this complaint Mr K has been supported by a professional representative that I’ll refer to as ‘C’. What happened The background to this complaint is familiar to bo... (6 pages)View decision -
Decision Reference DRN-5946515
17 Nov 2025 Accord Mortgages Limited UpheldMortgagesDRN-5946515 The complaint Mr and Mrs B complain that Accord Mortgages Limited has not administered their mortgage correctly following a product transfer. What happened In 2022, Mr and Mrs B took out a mortgage with Accord. It was a repayment mortgage with a fixed rate of 2.95% that app... (5 pages)View decision