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 4269 results
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Decision Reference DRN-2889524
27 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-2889524 The complaint Mr B has complained about how Bank of Scotland plc handled his mortgage accounts following his bankruptcy in March 2011. The mortgages were held with Birmingham Midshires (“BM”) and The Mortgage Business (“TMB”), both of which are trading names of Bank of Scotland... (5 pages)View decision -
Decision Reference DRN0091579
31 Jul 2013 UK Car Group Limited Not upheldBanking and creditMr T complains that UK Car Group Limited (“Carcraft”) misled him about a fixed-sum loan agreement. Mr T says he was persuaded to take out a loan to buy a car for Mr P and says they were both misled about the price of the car. Mr T also says he was led to believe Mr P had agreed to tak... (5 pages)View decision -
Decision Reference DRN-3071344
30 Sep 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3071344 The complaint Mr O complains about the quality of a car he acquired under a hire agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened In March 2019, Mr O entered into a hire agreement with VWFS to acquire a brand-new... (5 pages)View decision -
Decision Reference DRN-3837430
16 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3837430 The complaint Mr D complains about charges applied at the end of his hire agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Finance (“Mercedes”). What happened In June 2019 Mr D took out a hire agreement for a new van. The agreement was to las... (7 pages)View decision -
Decision Reference DRN5259730
15 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMrs C says Abana Unipessoal Lda (Abana) gave her unsuitable advice about switching her personal pension fund into a Self-invested Personal Pension with unregulated investments, which caused her to suffer a loss.backgroundIn April 2014 Mrs C took a phone call which led to her agree... (25 pages)View decision -
Decision Reference DRN-5296571
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5296571 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a friend. His frien... (7 pages)View decision -
Decision Reference DRN-5054052
8 Oct 2024 Action 365 Ltd UpheldInsuranceDRN-5054052 The complaint Mr J or “X” complains that Action 365 Ltd (trading as Pukka Services) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, that had first been registered in 2009. From 10 March 2022, Mr J... (7 pages)View decision -
Decision Reference DRN3276053
28 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr C says Abana Unipessoal Lda (Abana) gave him unsuitable advice about transferring his occupational pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundMr C had funds in three occupational pension schemes ... (26 pages)View decision -
Decision Reference DRN5390585
28 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr T says Abana Unipessoal Lda (Abana) gave him unsuitable advice about switching his personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundMr T was planning his retirement in 2014 – he was 66 at the ... (25 pages)View decision -
Decision Reference DRN-4516556
28 Dec 2023 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-4516556 The complaint Mr P complains that AJ Bell Management Limited failed to carry out appropriate due diligence on an investment he intended to make before accepting it into his Self-Invested Personal Pension (‘SIPP’). What happened Mr P applied for a SIPP with AJ Bell in February 2... (22 pages)View decision
