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-5690662
14 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5690662 The complaint Mr W believes Stellantis Financial Services UK Limited (formerly Vauxhall Finance) (“Stellantis”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In October 2019, Mr W acquired a... (6 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 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 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 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 DRN4810909
12 Mar 2021 Falcon International Financial Services Ltd UpheldInvestment and pensionsComplaint Ms J is complaining about Falcon International Financial Services Ltd (FIFS) because of losses she’s incurred as a result of transferring her pension benefits to a self-invested personal pension (SIPP) to fund high-risk, unregulated investments. She says she was an unsophisticate... (38 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 -
Decision Reference DRN-5303711
5 Mar 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5303711 The complaint Mr S’s complaint concerns investments made in a self-invested personal pension (SIPP) provided by IFG Pensions Limited (IFG). The investments were in shares of a company which said it intended to buy and develop land in Cyprus, generating profit for shareholder... (33 pages)View decision -
Decision Reference DRN6208293
13 Nov 2018 Creation Consumer Finance Ltd UpheldBanking and creditMiss S says there have been faults with a sofa she financed through Creation Consumer Finance Ltd (“Creation”) since she got it.backgroundOn 24 October 2017 Miss S signed a point of sale loan with Creation to finance her purchase of a reclining corner sofa and armchai... (3 pages)View decision
