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 381196 results
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Decision Reference DRN-4847814
24 Oct 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4847814 The complaint Mr N has complained about how he’s been treated by Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Financial Services (‘MBFS’), regarding a finance agreement he entered into with it. What happened Mr N entered into a finance agreement with... (2 pages)View decision -
Decision Reference DRN-5102746
24 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5102746 The complaint The estate of Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr W under Section 140A of the Consumer Credit Act 1974... (15 pages)View decision -
Decision Reference DRN-5035886
24 Oct 2024 TSB Bank plc Not upheldConsumer CreditDRN-5035886 The complaint The estate of Mrs R (the estate) complains that TSB Bank plc approved a loan for Mrs R despite TSB knowing she was vulnerable. What happened The estate discovered that Mrs R took out an unsecured loan from TSB, despite the estate saying that TSB were fully awar... (4 pages)View decision -
Decision Reference DRN-4954680
24 Oct 2024 Evolution Money Limited Not upheldMortgagesDRN-4954680 The complaint Mr and Mrs W complain that Evolution Money Limited gave them unsuitable advice to take out a second charge mortgage (secured loan). What happened In March 2022, Mr and Mrs W took advice from Evolution about taking out a secured loan to consolidate existing unse... (3 pages)View decision -
Decision Reference DRN-5018069
24 Oct 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5018069 The complaint Mr D complains about a car he acquired with credit provided by CA Auto Finance UK Ltd. What happened In February 2023 Mr D acquired a used car under a regulated personal contract purchase agreement with CA Auto Finance (“CAAF”). The car was five years old, its ... (2 pages)View decision -
Decision Reference DRN-5098322
24 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5098322 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. Mr L is represented by a solicitor but for simplicity I will refer to Mr L throughout this decision, even when referencing what his representatives have said on his behal... (8 pages)View decision -
Decision Reference DRN-5087523
24 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5087523 The complaint Mr N complains that HSBC UK Bank plc (HSBC) didn’t cancel an ISA transfer request. As a result, he says he lost a £3000 government subsidy. He would like this amount paid to him. What happened The details of this complaint are well known to both parties so I w... (2 pages)View decision -
Decision Reference DRN-4674088
24 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4674088 The complaint Mr P complains that Santander UK Plc won’t refund the money he says he lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here. Mr P engaged the servic... (3 pages)View decision -
Decision Reference DRN-5061259
24 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5061259 The complaint Ms S complains about the service she received from Bank of Scotland plc trading as Halifax (“Halifax”) when it repeatedly applied a block to her account following attempts by her to transfer £10,000 to an account she wished to open with another provider. What h... (3 pages)View decision -
Decision Reference DRN-5102606
24 Oct 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5102606 The complaint Miss J has complained that eBay Commerce UK Ltd (“eBay”) restricted her account after it’d said that it wouldn’t. What happened On 20 June 2023, Miss J updated her first name to a shortened version, and changed her mobile phone number (the latter to avoid cour... (4 pages)View decision
