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-3520536
7 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3520536 The complaint Miss E complains that Santander Consumer (UK) Plc unfairly terminated a conditional sale agreement and that due to the amount she had paid, later repossessed the car without the required court order. What happened In May 2016 Miss E entere... (6 pages)View decision -
Decision Reference DRN5774563
17 Apr 2014 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestment and pensionsMr and Mrs G have complained about three endowment policies which they were advised to take out by Sun Life Assurance Company of Canada (U.K.) Limited in 1993, 1997 and 2000. They say that all three polices are unsuitable for them because: They were not made fully aware of the... (4 pages)View decision -
Decision Reference DRN-3054069
21 Oct 2021 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3054069 The complaint Mr G complains that a used car he got with a conditional sale agreement (CSA) provided by Moneybarn No. 1 Limited was of unsatisfactory quality. What happened Mr G got this car in in June 2019. A few months later he had trouble with the diesel particulate filter (... (5 pages)View decision -
Decision Reference DRN-3796363
15 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3796363 The complaint Mr and Mrs H complain HSBC UK Bank Plc, trading as first direct (“First Direct”), didn’t reimburse the money they lost when Mr H was the victim of an ‘authorised push payment’ (“APP”) impersonation / purchase scam. While the complaint was referred by both Mr and M... (5 pages)View decision -
Decision Reference DRN-5052558
2 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5052558 The complaint Miss J complains that Santander UK Plc (“Santander”) were unreasonable not to take her chargeback claim to arbitration. What happened I issued a provisional decision on this complaint in September 2024, an extract from that provisional decision is set out below... (5 pages)View decision -
Decision Reference DRN-4489859
1 Dec 2023 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4489859 The complaint Mrs H complains about the lack of management and oversight of her bank account with a business owned by Yorkshire Building Society. Mrs H is elderly and is represented by her daughter who has power of attorney. I have just referred to Yorkshire in this decision. W... (5 pages)View decision -
Decision Reference DRN5735727
30 Dec 2014 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr D complains about a car he purchased in October 2013 on hire purchase with Volkswagen Financial Services (UK) Limited (‘VFS’). In summary, he says that the bodywork was damaged at the point of sale (with a poor wax finish and marks and scratches) and he wants to reject the car.backg... (3 pages)View decision -
Decision Reference DRN5960429
5 Dec 2019 Pacific IFA Limited Not upheldInvestment and pensionsMr C complains about the advice he was given by Pacific IFA Limited (Pacific) to transfer his personal pension into a self-invested personal pension (SIPP) and about Pacific not assessing the suitability of his investment in overseas property with Harlequin Property (Harlequin). He wants P... (7 pages)View decision -
Decision Reference DRN4907448
12 Aug 2015 Pendragon Motor Group Limited UpheldBanking and creditMr G complains Pendragon Motor Group Limited mis-sold a finance agreement to him.backgroundIn 2012 Mr G bought a car from Pendragon Motor Group with the help of finance from a third party. Mr G says the salesman at Pendragon Motor Group said he would be able to h... (2 pages)View decision -
Decision Reference DRN0880536
14 Nov 2018 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMr F complained he was given unsuitable advice by Sussex Independent Financial Advisers Limited (Sussex) to transfer three pre-existing personal pensions to a self-invested personal pension (SIPP). The purpose of the transfer was to enable Mr F to invest in a Harlequin p... (7 pages)View decision
