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-2862695
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2862695 The complaint ‘D’, a limited company, complains that HSBC UK Bank Plc deducted money from its business account without informing it. HSBC deducted the money as it alleged some of the coin D had deposited was damaged, but D complains that HSBC hasn’t provided proof of this nor h... (4 pages)View decision -
Decision Reference DRN0208939
12 Jun 2020 Santander UK Plc Not upheldBanking and creditMr W complains that Santander UK Plc rejected his claim under section 75.backgroundIn April 2018 Mr W entered into an agreement with a third party for works to be carried out on his home. He paid £500 using his credit card and £19,500 using his current account by way of staged payment/depo... (2 pages)View decision -
Decision Reference DRN9585499
31 Mar 2020 Startline Motor Finance Limited UpheldBanking and creditComplaintMr M complains that Startline Motor Finance Limited refused to let him reject a faulty car.BackgroundIn July 2018 Mr M acquired a second hand diesel car costing £5,990 funded by a hire purchase agreement and a small deposit. The car was some seven years old and had done 75,627 mil... (3 pages)View decision -
Decision Reference DRN8080111
19 Feb 2018 Portafina LLP UpheldInvestment and pensionsMr C has complained that Portafina LLP mis-advised him to invest his pension in unregulated collective investment schemes (UCIS).backgroundI issued a provisional decision on this complaint on 17 January 2018. The background and circumstances to the complaint, and the reas... (7 pages)View decision -
Decision Reference DRN-4723644
12 Apr 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4723644 The complaint Mr G complains that Intelligent Money Ltd (‘IM’) did not treat him fairly when dealing with his Self-Invested Personal Pension (‘SIPP’). He believes IM did not act in his best interests when it allowed high risk and unregulated investments to be made, and it did n... (83 pages)View decision -
Decision Reference DRN5587322
19 Aug 2019 Toyota Financial Services (UK) Plc Not upheldBanking and creditMrs H complains that Toyota Financial Services (UK) Pic ("Toyota Finance ") unfairly charged her interest when she made an early repayment of the amount financed under a hire purchase agreement for a new car. background In January 2018 Mrs H entered into a 42 month ... (6 pages)View decision -
Decision Reference DRN2049363
19 Jan 2021 Best Practice IFA Group Limited UpheldInvestment and pensionsComplaint Mr R is being represented by solicitors. He’s complaining about Best Practice IFA Group Limited (Best Practice) because he says he was given unsuitable advice to switch pension benefits into a self-invested personal pension (SIPP) and place the money in unregulated investments. M... (18 pages)View decision -
Decision Reference DRN4243932
11 Mar 2016 Mortgage FX Limited UpheldBanking and creditMr B complains that when a transaction he’d asked Mortgage FX Limited (“FX”) to make for him was cancelled, he got less money back than he’d paid. backgroundFX is a foreign exchange company. Mr B agreed that it would convert money for him, so he could complete a pu... (4 pages)View decision -
Decision Reference DRN-5594786
16 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5594786 The complaint Mr D complains about the quality of a used car he acquired through a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’). Mr D says that he experienced problems with the car which later turned out to be a latent fault. The car had also been inv... (4 pages)View decision -
Decision Reference DRN-3940048
6 Feb 2023 Landmark Mortgages Limited Not upheldMortgagesDRN-3940048 The complaint Miss C, represented by her solicitors, complains that Landmark Mortgages Limited (“LML”) treated her unfairly by overcharging her on her mortgage. What happened Miss C took out a mortgage with Northern Rock in June 2005. It was initially taken out on a fixed inter... (21 pages)View decision
