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-1778225
12 Feb 2021 Black Horse Limited Not upheldConsumer CreditDRN-1778225 The complaint Mrs A complains that the car she acquired through Black Horse Limited (“Black Horse”) wasn’t of satisfactory quality. She wants to reject the car, cancel the finance agreement and have her deposit refunded. What happened Mrs A entered a hire purchase agreement in ... (5 pages)View decision -
Decision Reference DRN3000911
13 Dec 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMrs J complained about advice she received from Kingswood Financial Advisors to transfer her pension into a self-invested personal pension (SIPP). This was to buy a Harlequin Property.backgroundThe advice was given to Mrs J in 2010. Prior to the advice Mrs J had met wi... (6 pages)View decision -
Decision Reference DRN0720572
11 Apr 2014 Santander UK Plc Not upheldBanking and creditMrs T complains that Santander UK Plc has not refunded a number of cash machine withdrawals that she says she did not make or authorise.backgroundIn July 2013 Mrs T informed Santander that she had lost her debit card and did not recognise a number of cash machine withdrawals that had b... (2 pages)View decision -
Decision Reference DRN-4944779
2 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4944779 The complaint Mr C is unhappy with the service provided by Royal & Sun Alliance Insurance Limited (RSA) following an escape of water claim made on his home insurance policy. RSA is the underwriter of this policy. Part of this complaint concerns the actions of third part... (8 pages)View decision -
Decision Reference DRN-4540833
6 Aug 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4540833 The complaint Mrs H complains about the actions of Volkswagen Financial Services (UK) Limited (VWFS) when her car finance agreement came to an end. What happened In March 2019, Mrs H entered into a 48 month hire purchase agreement for a new car. The car’s cash price was ... (3 pages)View decision -
Decision Reference DRN-5208820
12 Dec 2024 Frenkel Topping Limited UpheldPensions and AnnuitiesDRN-5208820 The complaint The estate of Ms B complains that Frenkel Topping Limited (Frenkel) mis-advised Ms B to take out an annuity to pay care home fees and make unsuitable investments resulting in losses to the estate of around £100,000. The estate wants compensation for the losses ... (14 pages)View decision -
Decision Reference DRN-3170948
28 Apr 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3170948 The complaint Mr S complains about the way American Express Services Europe Limited (AESEL) – I’ll refer to it as American Express – handled a chargeback claim he sought to make when he couldn’t go on holiday during the Covid-19 pandemic. What happened Mr S used his American Ex... (3 pages)View decision -
Decision Reference DRN-5633869
25 Jul 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5633869 The complaint Mr T complains about how Toyota Financial Services (UK) PLC trading as Redline Finance (RF) administered his hire purchase agreement when he was unable to repay it. He says the key parts of his complaint are that: • RF illegally threatened and intimidated him ... (4 pages)View decision -
Decision Reference DRN-4941549
2 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4941549 The complaint Mr J is unhappy that Wise Payments Limited haven’t refunded money he lost as a result of a scam. Mr J is being represented by a claims management company but for ease of reference I’ll only refer to Mr J here. What happened The detailed background to this com... (3 pages)View decision -
Decision Reference DRN-5335679
18 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5335679 The complaint Mr S complained about the way Nationwide Building Society (Nationwide) dealt with a claim for a refund for services he’d paid for using his debit card. What happened Mr S called a travel agent I’ll call T to book a package holiday for flights and hotel accommo... (6 pages)View decision
