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 DRN3838420
11 Dec 2015 National Westminster Bank Plc Not upheldBanking and creditMr T complains that National Westminster Bank Plc provided inaccurate interest certificates for two bond accounts in the 2012/3 tax year, causing him to be penalised by HMRC for not declaring the interest paid to him.backgroundMr T had invested £30,000 in a fixed ra... (2 pages)View decision -
Decision Reference DRN-5759050
19 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5759050 The complaint Mr B has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised th... (7 pages)View decision -
Decision Reference DRN6183603
6 Aug 2014 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank PLC returned a cheque he issued unpaid. He also complains that his online statements do not accurately reflect his account.backgroundOn 15 October 2013, Mr R deposited a cheque in his current account and wrote a cheque for the same amount to another com... (2 pages)View decision -
Decision Reference DRN-4689308
28 Mar 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4689308 The complaint Mr H complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting his application for a Self-Invested Personal Pension (‘SIPP’). Mr H complains that L&C failed to carry out sufficient due diligence when it acc... (46 pages)View decision -
Decision Reference DRN0785603
12 Jun 2018 Kingswood Financial Advisors UpheldInvestment and pensionsMr F complained that Kingswood Financial Advisors (“Kingswood”) gave him unsuitable advice to switch his final salary pension benefits to a Self-Invested Personal Pension (SIPP), to invest in an unsuitable overseas unregulated property fund.backgroundMr F’s financial advis... (9 pages)View decision -
Decision Reference DRN-4184983
12 Jun 2023 First Response Finance Ltd Not upheldConsumer CreditDRN-4184983 The complaint Ms Y complains about a car supplied under a hire purchase agreement taken with First Response Finance Ltd. What happened In October 2022 Ms Y acquired a used car through a dealer I’ll refer to as ‘S’. Ms Y paid a deposit of £997.25 and the rest of the cash price o... (5 pages)View decision -
Decision Reference DRN1063659
17 Sep 2019 Everyday Lending Limited UpheldBanking and creditMr W has complained about a loan that Everyday Lending Limited (trading as “Everyday Loans”) provided to him in June 2018. He says that the loan was unaffordable.backgroundMr W was provided with a loan for £2,000.00 in June 2018. The loan had an APR of 249.5% and required 24 monthly repaym... (9 pages)View decision -
Decision Reference DRN-4715265
28 Mar 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4715265 The complaint Mrs H complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting her application for a Self-Invested Personal Pension (‘SIPP’). Mrs H complains that L&C failed to carry out sufficient due diligence when it a... (46 pages)View decision -
Decision Reference DRN-4504052
8 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4504052 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr K was looking to buy a vehicle and found one he was interested in advertised on social media and an online automotive marketplace... (5 pages)View decision -
Decision Reference DRN-3321957
23 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3321957 The complaint Mr R has complained about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as McLaren Financial Services (SCUK). Both Mr R and SCUK have had representatives at times but, to keep things simple, I’ll mainl... (34 pages)View decision
