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 3981 results
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Decision Reference DRN-3153417
7 Feb 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3153417 The complaint Mr W complains that Tesco Personal Finance PLC (trading as Tesco Bank) won’t reimburse money he lost when he fell victim to a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key e... (4 pages)View decision -
Decision Reference DRN4546422
13 Sep 2013 Lloyds TSB Bank Plc Not upheldInvestment and pensionsMr G has complained through a third party representative that he was persuaded by Lloyds TSB Bank Plc (“the business”) to effect a long-term endowment savings plan by exaggerated claims made by the adviser for the eventual value he would receive at maturity.Specifically, the adviser fa... (3 pages)View decision -
Decision Reference DRN-5497039
25 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5497039 The complaint Mr P complains through a representative that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks which has rendered the relationship unfair. What happen... (3 pages)View decision -
Decision Reference DRN-3173192
26 Nov 2021 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3173192 The complaint Mr S complains about poor administration by James Hay Administration Company Ltd (JH) which he said meant he lost the opportunity to invest in a fixed term deposit. What happened Mr S said he had given an instruction to fully disinvest his self-invested personal p... (4 pages)View decision -
Decision Reference DRN-5835888
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5835888 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Miss F found an advert for investment in artwork and artwork royalties. I’ll refer to the company offering the investment as... (4 pages)View decision -
Decision Reference DRN6189692
25 May 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMr J complained he was given unsuitable advice by Kingswood Financial Advisors to transfer his personal pension plan to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr J to invest in Harlequin off-plan hotel developments in the Caribbean.backgr... (8 pages)View decision -
Decision Reference DRN8935481
26 Oct 2015 Hitachi Capital (UK) Plc UpheldBanking and creditMrs V complains that Hitachi Capital (UK) Plc rejected her claim under S 75 Consumer Credit Act in respect of a conservatory.backgroundIn March 2013 Mrs V agreed with a major conservatory manufacturer and installer (the supplier) to have a conservatory built. In June ... (5 pages)View decision -
Decision Reference DRN-4541676
16 Jan 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4541676 The complaint Mr P complains about the quality of goods he bought with a fixed sum loan from Secure Trust Bank Plc trading as V12 Retail Finance Limited (V12) and he’s unhappy with V12’s response to a claim he raised under section 75 of the Consumer Credit Act 1974 (CCA). What ... (4 pages)View decision -
Decision Reference DRN-5026966
18 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5026966 The complaint Mrs H complains about a credit agreement she took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept her claims under s.75 and s.140A of the Consumer Credit Act. What happened In ... (9 pages)View decision -
Decision Reference DRN4768834
11 Dec 2015 Reid Scott & Ross Limited Not upheldInvestment and pensionsMr T’s complaint is that: 1. A fund he was advised by Reid Scott & Ross Limited (“the firm”) to invest in via his Self-Invested Personal Pension (“SIPP”) has liquidity problems, affecting his ability to access the money. 2.He was not told at the time of advice t... (11 pages)View decision
