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-3897291
12 Jan 2023 FCE Bank Plc Not upheldConsumer CreditDRN-3897291 The complaint Ms K complains about FCE Bank Plc trading as Ford Credit’s (“FCE”) decision to lend her and its actions after she told it she could no longer make payments towards a hire purchase agreement. What happened Ms K entered into a hire purchase agreement with FCE in Apr... (8 pages)View decision -
Decision Reference DRN-6002388
8 Dec 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-6002388 The complaint Miss H is unhappy with the car supplied under the hire purchase agreement with Blue Motor Finance Ltd (BMF). When I refer to what Miss H and BMF have said or have done, it should also be taken to include things said or done on their behalf. What happened In A... (8 pages)View decision -
Decision Reference DRN-4108609
1 Jun 2023 Steadfast Insurance Brokers Ltd Not upheldPensions and AnnuitiesDRN-4108609 The complaint Mr S complains about advice he received from Steadfast Insurance Brokers Ltd (‘Steadfast’) in relation to the transfer of benefits from a defined-benefit (‘DB’) occupational pension scheme. Mr S is being represented by a third party but for ease of reading this de... (7 pages)View decision -
Decision Reference DRN-5073418
23 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5073418 The complaint Mr G has complained about the actions of Scottish Widows Limited (“SWL”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr G’s pension was subsequently used to invest in various assets, including t... (8 pages)View decision -
Decision Reference DRN-5652051
18 Sep 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5652051 The complaint Mr P has complained that First Central Underwriting Limited won’t pay him its total loss value of his car following an accident under his motor policy. What happened Mr P’s car was damaged whilst parked by a hit and run driver on 7 September 2024 and he report... (8 pages)View decision -
Decision Reference DRN-3414685
4 Apr 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3414685 The complaint Mr B is represented and his representative says that Options UK Personal Pensions LLP (trading as Carey Pensions UK LLP [Carey] at the time of the relevant events) failed to carry out appropriate due diligence on the ‘Green Oil Plantations Limited’ (GOP) investmen... (28 pages)View decision -
Decision Reference DRN5157968
22 May 2021 Lloyds Bank PLC Not upheldBanking and creditThe estate of Mrs D has complained Lloyds Bank plc accepted a lasting power of attorney for managing Mrs D’s accounts which she never signed. This resulted in a number of transactions over three years being made without Mrs D’s authority. The estate is represented by one of Mrs D’s daughte... (8 pages)View decision -
Decision Reference DRN-3314918
17 Feb 2022 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3314918 The complaint Mr C complains that it was unfair of Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) to give him a loan to fund the purchase of a fixed term revolving agreement for timeshare weeks (“the product”) without checking if he could affo... (7 pages)View decision -
Decision Reference DRN9437294
6 May 2021 Bank of Scotland Plc Not upheldBanking and creditMr Y complains that Bank of Scotland plc (BoS) also trading in this case under its Halifax brand, are holding him liable for transactions made on credit card accounts which he says were opened in his name without his knowledge or consent. background The detailed background to this complain... (7 pages)View decision -
Decision Reference DRN-2628594
27 Jul 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2628594 The complaint Miss I complains that HSBC UK Bank Plc (HSBC) won’t refund €273,000 she lost when she was the victim of a scam. What happened What Miss I says Miss I had funds from an inheritance in a euro account with HSBC. She looked online for a low risk investment and found c... (8 pages)View decision