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 4037 results
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Decision Reference DRN-4211254
7 Jul 2023 NRAM Limited Not upheldMortgagesDRN-4211254 The complaint Mr B complains that his mortgage lender, NRAM Limited, hasn’t charged him a fair rate of interest. What happened In 2007, Mr B took out a mortgage with Northern Rock. He borrowed £160,000 on interest only terms over ten years. For the first two years the mortgage ... (10 pages)View decision -
Decision Reference DRN-4629438
19 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4629438 The complaint Mr A complains about the due diligence London & Colonial Services Limited (L&C) undertook before accepting his application for a Self-Invested Personal Pension (SIPP). Mr A complains that L&C failed to carry out sufficient due diligence on both the int... (42 pages)View decision -
Decision Reference DRN-4196648
13 Sep 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4196648 The complaint Mr R is unhappy with a car he acquired under a hire purchase agreement provided by BMW Financial Services(GB) Limited trading as Alphera Financial Services (‘BMWFS’). What happened In November 2021 Mr R entered into a hire purchase agreement with BMWFS in order t... (7 pages)View decision -
Decision Reference DRN8598805
10 May 2016 Bank of Scotland Plc Not upheldBanking and creditMiss K complains that Bank of Scotland plc, trading as Halifax, is holding her liable for the closing balances of her accounts. She says that her purse was stolen and that she has been the victim of a fraud.backgroundMiss K had accounts with Halifax. Her purse was ... (2 pages)View decision -
Decision Reference DRN-5004832
5 Sep 2024 Novia Global Limited UpheldPensions and AnnuitiesDRN-5004832 The complaint Mr P complains, with the help of a representative, that Novia Global Limited (‘Novia’) failed to undertake sufficient due diligence before accepting his self-invested personal pension (‘SIPP’) application and executing his subsequent investment instructions. W... (26 pages)View decision -
Decision Reference DRN2324292
17 Oct 2016 Retail Money Market Ltd UpheldBanking and creditMrs R complains that Retail Money Market Ltd (trading as RateSetter) won’t reimburse her for a £25,000 loan that was taken out fraudulently in her name.backgroundMrs R says she met a man on a dating website and thought she was having a relationship with him. He aske... (2 pages)View decision -
Decision Reference DRN3569806
18 Oct 2013 National Westminster Bank Plc UpheldBanking and creditD complains that National Westminster Bank plc provided incorrect advice in respect of the clearance of a foreign currency cheque paid into their business account. background On 11 June 2012 Mr B, a director of D, deposited a foreign currency cheque into D’s business account. By 15 June,... (2 pages)View decision -
Decision Reference DRN-5376253
21 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5376253 The complaint Ms I is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened On 31 May 2024, Ms I was supplied with a used car through a hire purchase agreement with Startline. ... (4 pages)View decision -
Decision Reference DRN0759170
11 Aug 2020 Burnley Savings And Loans Limited UpheldBanking and creditMr A complains that a used car he got with finance provided by Burnley Savings and Loans Limited (BSLL) is of unsatisfactory quality.Mr A was assisted in bringing this complaint by a family member at times, but I’ll refer to anything that was said on his behalf as if Mr A said it himself -... (7 pages)View decision -
Decision Reference DRN-4275853
4 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4275853 The complaint Mr C complains about the quality of a used car that was supplied to him through a conditional sale agreement with Close Brothers Limited (CBL). What happened In May 2022, Mr C acquired a used car through a conditional sale agreement from CBL. The car was around 14... (3 pages)View decision
