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 DRN7959054
23 Jul 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMr E complains about a number of disputed transactions on his Post Office savings account - which is administered by Bank of Ireland (UK) Plc - that he says he didn’t make or authorise. backgroundIn September 2009 Mr E opened an Instant Saver account with the Post Office, depositing a ... (3 pages)View decision -
Decision Reference DRN-4958409
9 Aug 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-4958409 The complaint Mr J complains that Curtis Banks Limited (‘CBL’) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due diligence on the introducer and intended investment, causing him a financial , - ... (34 pages)View decision -
Decision Reference DRN-4415113
16 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4415113 The complaint Mr I’s representative complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Mr I’s application. Mr I is being represented by a Claims Management Company (‘CMC’) who complains on Mr I’s behalf that L&C d... (46 pages)View decision -
Decision Reference DRN-5200653
2 Jan 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5200653 The complaint Miss H is unhappy that a car supplied to her under a Hire Purchase agreement with Go Car Credit Limited (Go Car Credit) was of an unsatisfactory quality. What happened In December 2022, Miss H decided to purchase a vehicle via a dealership who I will refer to ... (6 pages)View decision -
Decision Reference DRN-2610287
20 May 2021 Blue Motor Finance Ltd UpheldConsumer CreditDRN-2610287 The complaint Mr S complains that a car he acquired via a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality. He wants to reject the car and end the agreement. What happened In February 2020 Mr S entered into a five-year hire purchase agreement f... (6 pages)View decision -
Decision Reference DRN-2891572
30 Jun 2021 N.I.I.B. Group Limited UpheldConsumer CreditDRN-2891572 The complaint Mrs B complains about a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited (“Northridge”). What happened I described the background to this case, and explained my initial findings on it, in a provisional decision I issued on 28 May 202... (4 pages)View decision -
Decision Reference DRN-5124375
5 Nov 2024 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5124375 The complaint Mr B complains that AFH Independent Financial Services Limited gave him unsuitable advice about his pensions in 2021. What happened I issued my provisional decision on this complaint on 18 October 2024. The background and circumstances to the complaint, and th... (8 pages)View decision -
Decision Reference DRN2312834
21 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMiss K complains that National Westminster Bank plc won’t refund money she says was withdrawn from her current account by third parties. Miss K says on several occasions the third party gang forced her to make withdrawals and give them her card and personal identification number (PIN)... (2 pages)View decision -
Decision Reference DRN-1690241
29 Sep 2020 Fairmead Insurance Limited UpheldInsuranceDRN-1690241The complaintMr H complains about the time it took his home insurer, now called Fairmead Insurance Limited (Fairmead) to pay the settlement for a claim. Any reference to Fairmead in this decision includes its agents.What happenedMr H made a claim on his home insurance policy in ... (4 pages)View decision -
Decision Reference DRN5277383
16 Mar 2017 Duncan Lawrie Limited UpheldInvestment and pensionsMr Y complains that Duncan Lawrie Limited (DLL):•Disclosed his account information to a third party without his authority.• Invested in the JP Morgan Euro Liquidity Fund (the JPM fund) without authority.•Hasn’t disclosed details of all accounts held by his father.• In... (4 pages)View decision
