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-5099028
11 Mar 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5099028 The complaint Mr H complains about the quality of three cars supplied to him by CA AUTO FINANCE UK LTD (“CA”) and its decision to lend to him. What happened Mr H entered into three separate hire purchase agreements between January 2023 and March 2023 in order to acquire thre... (7 pages)View decision -
Decision Reference DRN-4708227
26 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4708227 The complaint Mr Q complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (29 pages)View decision -
Decision Reference DRN-4961744
12 Aug 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4961744 The complaint Mr S complains that London & Colonial Services Limited (‘L&C’) allowed him to transfer monies from an existing pension arrangement into an L&C Self-Invested Personal Pension (‘SIPP’) and to invest in a Store First Limited (‘Store First’) investment.... (52 pages)View decision -
Decision Reference DRN-5902914
27 Oct 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5902914 The complaint Mr R is unhappy with what happened when he wanted to withdraw from a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (‘Hyundai’). Mr R has been represented during the claim and complaint process by his son. For ease of refere... (5 pages)View decision -
Decision Reference DRN-5653724
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653724 The complaint London & Colonial Services Limited recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to ‘L&C’ throughout this decision. Mr C complains that L&C failed to meet its regulatory obligatio... (50 pages)View decision -
Decision Reference DRN-4394991
25 Oct 2023 HSBC UK Bank Plc Not upheldInvestmentsDRN-4394991 The complaint This complaint is brought on behalf of the estates of Mrs W and Mr W, via a claims management company, which is acting for the representative now responsible for dealing with matters relating to Mr and Mrs W’s estates. The complaint concerns the suitability of inv... (7 pages)View decision -
Decision Reference DRN-4752619
19 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4752619 The complaint Mr W has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr W transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde and a sep... (26 pages)View decision -
Decision Reference DRN-5627929
16 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5627929 The complaint Mr A complained that Westerby Trustee Service Limited (Westerby) made mistakes which delayed the transfer of his self-invested personal pension (SIPP) to a new provider (Provider A) which may have resulted in a financial loss. He also complained that he was unh... (7 pages)View decision -
Decision Reference DRN6996482
7 Feb 2020 Clydesdale Financial Services Limited UpheldBanking and creditMr S complains about the way in which Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) handled his Section 75 claim.backgroundIn February 2017 Mr S entered into a credit agreement with BPF to finance some new windows. The total amount initially payable un... (3 pages)View decision -
Decision Reference DRN-5067715
17 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5067715 The complaint Miss W complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). She had to call out a roadside recovery firm three times in the first few months. She no longer wants the car and wants a refund of her... (6 pages)View decision
