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 4790 results
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Decision Reference DRN-3874173
23 Dec 2022 Honda Finance Europe Plc Not upheldConsumer CreditDRN-3874173 The complaint Mr S complains about a brand-new car supplied to him under a hire purchase agreement with Honda Finance Europe Plc (“Honda Finance”). What happened Mr S is represented in his complaint. But to make this decision as easy as possible to read I’ve referred to everyth... (7 pages)View decision -
Decision Reference DRN-3443446
22 Apr 2022 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3443446 The complaint Mr S complains that it was unfair of Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) to give him a point of sale loan to fund the purchase of a timeshare agreement for timeshare weeks) without checking if he could afford to pay ba... (7 pages)View decision -
Decision Reference DRN0834874
3 Feb 2021 FirstRand Bank Limited UpheldBanking and creditMr H complains about the quality of car he acquired under a hire purchase (“HP”) agreement with FirstRand Bank Limited (“FirstRand”). background Mr H acquired a car costing £17,995 in March 2018. He part exchanged an existing car for £4,000 and paid a further cash deposit of £6,000. The ba... (9 pages)View decision -
Decision Reference DRN7632803
3 Mar 2021 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mrs S says Bank of Scotland Plc mis-sold her a payment protection insurance (“PPI”) policy. background and summary to complaint Mrs S bought the policy in 2001 at the same time as taking out a credit card. She applied for the credit card and PPI policy through the post. At the time, Mrs S ... (8 pages)View decision -
Decision Reference DRN-5588342
12 Jun 2025 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-5588342 The complaint Mr L complains that AJ Bell Management Limited trading as AJ Bell Investcentre (AJ Bell) was responsible – along with his existing investment partner – for the erroneous transfer of cash from his self-invested personal pension (SIPP) when he only requested the ... (7 pages)View decision -
Decision Reference DRN-5848003
29 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5848003 The complaint Mrs S is unhappy with the car supplied under the hire purchase agreement with Toyota Financial Services (UK) PLC trading as Toyota Financial Services (TFS). When I refer to what Mrs S and/or TFS have said and/or did, it should also be taken to include things s... (7 pages)View decision -
Decision Reference DRN-3402216
31 Mar 2022 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3402216 The complaint Miss E complains that ReAssure Limited (“ReAssure”) failed to carry out sufficient due diligence activities when she asked to transfer some pension savings to a Small Self-Administered Pension Scheme (“SSAS”) in September 2014. What happened Miss E has been assist... (7 pages)View decision -
Decision Reference DRN-5962644
9 Feb 2026 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5962644 The complaint Mr C’s complaint, about Phoenix Life Limited trading as Standard Life (Standard Life), is about the administration of his SIPP (self invested personal pension) and Standard Life’s customer service. What happened I issued a provisional decision on 4 November 20... (13 pages)View decision -
Decision Reference DRN-5854997
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854997 The complaint Mr C complains Barclays Bank UK Plc won’t refund the money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this comp... (8 pages)View decision -
Decision Reference DRN-4086231
3 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4086231 The complaint Mr M complains that the car he acquired through a hire purchase agreement with RCI Financial Services Limited wasn't of satisfactory quality. What happened Mr M acquired a new car through a hire purchase agreement with RCI in October 2018. Over the course of ... (7 pages)View decision