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-3257542
21 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3257542 The complaint Mr T complains that NewDay Ltd failed to refund transactions he didn’t recognise on his credit card account. What happened Mr T noticed two transactions totalling £7,800 he didn’t recognise on his credit card statement. Mr T said he approached the merchant, an onl... (5 pages)View decision -
Decision Reference DRN5888027
20 May 2016 Pacific IFA Limited Not upheldInvestment and pensionsMr L complained about Pacific IFA Limited. He said he was given unsuitable advice to transfer his pension funds to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr L to invest in off-plan hotel developments in the Caribbean.backgroundMr L too... (4 pages)View decision -
Decision Reference DRN-5105316
2 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5105316 The complaint Miss B complains about the quality of a car supplied to her by STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened Miss B acquired a used car under a 60 month hire purchase agreement with Startline in October 2023. The car cost £13,648 and Miss B paid ... (5 pages)View decision -
Decision Reference DRN-4624119
20 Feb 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4624119 The complaint Mr G complains that St James’s Place Wealth Management Plc (“SJP”) gave him unsuitable investment advice. He says SJP didn’t carry out due diligence on the investment it recommended and that the risks of the investment, and suitable alternatives, weren’t discussed... (3 pages)View decision -
Decision Reference DRN9652493
9 Sep 2016 Foreman Financial Services Ltd UpheldInvestment and pensionsForeman Financial Services Ltd (“Foreman”) recommended a self invested personal pension for Mr S to use to buy a Harlequin property. Mr S has said that they did not assess whether the investment was suitable for him.backgroundMr S was a client of another financia... (6 pages)View decision -
Decision Reference DRN2789562
27 Aug 2020 BMW Financial Services (GB) Limited UpheldBanking and creditMr S complains that a used car he acquired with finance provided by BMW FinancialServices (GB) Limited (trading as Alphera Financial Services) (BMWFS) was ofunsatisfactory quality when it was supplied.backgroundThe background to this complaint and my provisional findings are set out in my ... (5 pages)View decision -
Decision Reference DRN-4937002
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937002 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened Several years ago, Mr K saw some information online about trading. He entered his contact details on a website to register his interest and then rece... (11 pages)View decision -
Decision Reference DRN-4515667
19 Dec 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4515667 The complaint Mr P complains about the quality of a used car supplied by BMW Financial Services (GB) Limited (trading as Alphera Financial Services). What happened On 29 September 2021, Mr P took out a hire purchase agreement (HPA) with Alphera for the supply of a three year ol... (7 pages)View decision -
Decision Reference DRN1054156
21 Mar 2014 Banque PSA Finance UpheldBanking and creditMr T complains about a car supplied to him under a conditional sale agreement which he entered into with Banque PSA Finance, trading as Peugeot Financial Services (“Peugeot”). He said that the car was not of satisfactory quality at the point of sale.backgroundMr T complains about the qua... (3 pages)View decision -
Decision Reference DRN-5303823
19 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5303823 The complaint Mr S complains about a van supplied to him using a hire purchase agreement taken out with LeasePlan UK Limited (“LeasePlan”). Mr S also complains about the outstanding balance that LeasePlan believe is owed on the account. What happened In February 2019, Mr S ... (6 pages)View decision
