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 4563 results
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Decision Reference DRN-4787781
7 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4787781 The complaint Ms C and her representative complain that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2022 Ms C acquired a used car financed by way of a conditional sale agre... (5 pages)View decision -
Decision Reference DRN6882829
24 Apr 2019 Loans 2 Go Limited Not upheldBanking and creditMr and Mrs C complain about a hire purchase agreement taken out with Loans 2 Go Limited.backgroundMr and Mrs C entered into a loan agreement with Loans 2 Go in September 2017. They sold a vehicle they already owned to the finance provider for cash and signed a ... (5 pages)View decision -
Decision Reference DRN2367709
30 Mar 2021 Nationwide Building Society Not upheldBanking and creditComplaint Miss L complains Nationwide Building Society (Nationwide) won’t refund a cash withdrawal and an online bank transfer which she disputes to authorising. Background I sent Miss L and Nationwide my provisional decision on this matter on 5 March 2021. In my provisional decision - whi... (6 pages)View decision -
Decision Reference DRN8589304
6 Apr 2021 Hitachi Capital (UK) Plc UpheldBanking and creditComplaint Mr W is unhappy with the response of Hitachi Capital (UK) Plc (“Hitachi”), following a claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”). Background Mr W was contacted by a company, which I’ll refer to as “F”, that supplied and installed solar panel sy... (5 pages)View decision -
Decision Reference DRN-3785038
14 Feb 2023 Tier One Capital Ltd UpheldPensions and AnnuitiesDRN-3785038 The complaint Mr N complains about the advice given to him by Tier One Capital Ltd to invest funds in his self-invested personal pension (“SIPP”) in a property-backed lending trust. What happened Mr N was a client of Tier One. He had meetings with advisers from the firm, provid... (6 pages)View decision -
Decision Reference DRN-5380768
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5380768 The complaint Mr P has complained, with the help of a professional representative, about a transfer of his Aviva Life & Pensions UK Limited (”Aviva”) personal pension to an occupational pension scheme in December 2011. Mr P says Aviva failed in its responsibilities when... (5 pages)View decision -
Decision Reference DRN-5456488
22 May 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5456488 The complaint Mr B complains about how his insurer, LV Insurance Limited (LV) valued his vehicle as a total loss following its theft. Any reference to LV in this decision includes their agents. Mr B was supported by a representative when bringing his complaint to this Serv... (5 pages)View decision -
Decision Reference DRN-2973687
21 Oct 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2973687 The complaint Mr W says National Westminster Bank Plc has treated him unfairly in relation to a transaction on his credit card which was part payment for a car refurbishment. What happened Mr W bought a rare performance sports car in 2010 on finance. He has said in his statemen... (5 pages)View decision -
Decision Reference DRN-5170008
5 Mar 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5170008 The complaint Mr S has complained about a transfer of his ReAssure Limited personal pension (previously an Old Mutual policy) to a small self-administered scheme (“SSAS”) in December 2014. Mr S’ SSAS was subsequently used to invest in Parkfirst and Storefirst (investments in... (11 pages)View decision -
Decision Reference DRN9581395
9 Feb 2021 Bank of Scotland Plc Not upheldBanking and creditMr G complains that Bank of Scotland plc (BoS) won’t refund several transactions made on his credit card, which he says he didn’t make or authorise. background Mr G’s complaint involves a complicated background with several business and professional relationships relevant to what’s happene... (11 pages)View decision
