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 DRN8529108
6 Dec 2019 Ikano Bank AB (publ) UpheldBanking and creditMrs O thinks Ikano Bank AB (publ) (‘Ikano’) has unfairly rejected her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’).backgroundI issued a provisional decision on 5 November 2019. A copy of my provisional decision is attached and forms part of this final decision. As my fina... (8 pages)View decision -
Decision Reference DRN-1398096
18 Sep 2020 N.I.I.B. Group Limited UpheldConsumer CreditDRN-1398096The complaintMiss C complains that N.I.I.B. Group Limited refused to let her reject a faulty car.What happenedOn 5 March 2019 Miss C acquired a second-hand car costing £7,827 funded by a cash deposit and the balance with hire purchase agreement. Shortly after acquisition Miss C ... (3 pages)View decision -
Decision Reference DRN-5064741
25 Apr 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5064741 The complaint Mr B complains about the quality of a used van he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VWFS’). Mr B says that the vehicle he acquired had significant defects and was not fit for purpose. What happened Our... (5 pages)View decision -
Decision Reference DRN4908781
13 Jan 2017 HSBC Bank plc Not upheldBanking and creditMr R complains about the service he received from HSBC Bank Plc in relation to his currency account. backgroundIn May 2016, Mr R asked HSBC about its exchange rate for Australian dollars. He made an appointment to open a currency account. He asked again about the exch... (2 pages)View decision -
Decision Reference DRN-3818144
9 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3818144 The complaint Mrs D complains that Gallium Fund Solutions Limited (“Gallium”) were responsible for the mis-sale of two bonds by Basset Gold Limited (“BG Ltd”). Mrs D believes she was misled by the promotional material which portrayed these as safe investment bonds with fixed in... (7 pages)View decision -
Decision Reference DRN8983234
25 Jun 2013 Nationwide Building Society Not upheldBanking and creditMr S complains that Nationwide Building Society accepted a cheque into a third party’s account which was drawn on an account he held with another bank and intended to be paid into his own, Nationwide account.backgroundIn early-November 2010, Mr S wrote a cheque for a considerable sum pa... (3 pages)View decision -
Decision Reference DRN1610616
8 Jul 2019 Close Brothers Limited UpheldBanking and creditMr D complains that Close Brothers Limited supplied a car via a conditional sale agreement but refused to allow him to reject it after it developed faults which he says means the car is not of satisfactory quality. backgroundThe background to this complaint, and my initial conclusions, wer... (5 pages)View decision -
Decision Reference DRN-4354377
18 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4354377 The complaint Mr S has a self-invested personal pension (SIPP) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr S transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr S’s complai... (28 pages)View decision -
Decision Reference DRN-3235050
21 Jan 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3235050 The complaint Mr S complains about the advice he says he received in 2015 to transfer his personal pension to a self-invested personal pension (“SIPP”). He says the advice wasn’t suitable and he holds Wellington Court Financial Services Limited responsible for the loss to his p... (12 pages)View decision -
Decision Reference DRN9228011
9 Nov 2015 TSB Bank plc Not upheldBanking and creditMr C, a sole trader, complains that TSB Bank plc wrongly told him that a cheque had cleared.backgroundMr C deposited a cheque from a third party for £6,000 into his business account. He says he rang TSB on 23 or 24 March to ask if the cheque had been stopped. He... (2 pages)View decision
