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 4014 results
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Decision Reference DRN6552240
8 Jan 2018 Active Financial Partners Limited UpheldInvestment and pensionsMrs L complains Active Financial Partners Limited (AFP) wrongly advised her to put her money into potentially unsuitable investments and then recommended she switch the money into clearly unsuitable investments including the advisor’s own businesses.backgroundIn Sept... (11 pages)View decision -
Decision Reference DRN-3155458
24 Nov 2021 FirstRand Bank Limited UpheldConsumer CreditDRN-3155458 The complaint Mr B has complained about a vehicle hire purchase agreement granted to him by FirstRand Bank Limited trading as MotoNovo Finance (‘MotoNovo’). He says that MotoNovo didn’t carry out suitable checks to confirm that the finance would be affordable for him. Mr B also... (8 pages)View decision -
Decision Reference DRN-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5637893
24 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637893 The complaint Mr C and Ms F’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (12 pages)View decision -
Decision Reference DRN-3845202
16 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3845202 The complaint Ms M complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Ms M is being represented by a third party. To keep things simple, I will refer to Ms M throughout my decision. What happen... (3 pages)View decision -
Decision Reference DRN-3409613
31 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3409613 The complaint Ms K has complained about the transfer of her personal pension to a self-invested personal pension (“SIPP”) in 2015. She used her SIPP to invest in a property-based venture that appears to have failed. She holds Wellington Court Financial Services Limited responsi... (16 pages)View decision -
Decision Reference DRN3981106
22 Jan 2021 National Westminster Bank Plc Not upheldBanking and creditMr L complains National Westminster Bank Plc (NatWest) won’t refund him for transactions he says he didn’t make or allow anyone else to make. background Mr L is being represented by a solicitor, but for clarity I’ll refer to Mr L when referencing information or points made on his behalf as... (8 pages)View decision -
Decision Reference DRN-4222041
19 Sep 2023 Capital Professional Limited Not upheldPensions and AnnuitiesDRN-4222041 The complaint Mr B’s representative has complained, on his behalf, to Portfolio Financial Consultancy Limited, which has since been acquired by Capital Professional Limited, trading as Ascot Lloyd, about what it considers to be unsuitable advice to access the benefits within hi... (9 pages)View decision -
Decision Reference DRN4839985
23 Mar 2015 S + S Finance Limited UpheldBanking and creditMr T, who is represented by his wife, complains S + S Finance Limited took back his vehicle without warning and has been threatening and abusive.backgroundMr T and his wife have agreed to buy two cars on hire purchase from S + S Finance. They have also rented a ... (2 pages)View decision -
Decision Reference DRN1675738
7 Nov 2017 Lloyds Bank PLC Not upheldBanking and creditY, a limited company, complains that Lloyds Bank PLC blocked its business account without notice. It says this caused inconvenience, financial loss and reputational damage. It wants a large sum in compensation. Y is represented in its complaint by Mr S, one of its di... (3 pages)View decision
