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 DRN5520057
31 Jul 2014 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr K complains that a new car supplied to him under a hire purchase agreement he enteredinto with Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance,(“VF”), was not of satisfactory quality. The complaint is brought on Mr K’s behalf by Mrs K.background Mr K complain... (4 pages)View decision -
Decision Reference DRN5683992
12 Jun 2019 Pro-Synergy Wealth & Tax Management Ltd UpheldInvestment and pensionsMr A complains Pro-Synergy Wealth & Tax Management Ltd gave him unsuitable advice to invest in a Business Premises Renovation Allowance (BPRA) scheme in 2012. backgroundIn March 2012 Mr A received a circular email from Pro-Synergy with the subject ‘BPRA opportunity –... (8 pages)View decision -
Decision Reference DRN-4958337
13 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4958337 The complaint Mr F complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). Mr F has had problems with the car from the start and it’s been in for repairs multiple times. He wants to hand the car back and his paym... (6 pages)View decision -
Decision Reference DRN-4537490
8 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4537490 Complaint Mr M is unhappy that Bank of Scotland plc didn’t reimburse him after he fell victim to a scam. Background In mid-2020, Mr M fell victim to an investment scam. He’d made contact with an individual via an online dating website. They exchanged messages regularly on a soc... (3 pages)View decision -
Decision Reference DRN3542474
15 Jan 2021 Davies Financial Limited UpheldInvestment and pensionsComplaint Mr and Mrs S were both members and Trustees of “the SSAS” (a small self administered scheme - a pension). Their complaint is that in November 2007 Davies Financial Limited (Davies Financial) advised them to invest in the Stirling Mortimer Cape Verde No 4 Fund which they believe w... (48 pages)View decision -
Decision Reference DRN-5031498
11 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5031498 The complaint Mr R complains about the quality of a used caravan he acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Mr R says that the caravan wasn’t of satisfactory quality, it has been unreliable, and it was not a good product. What ha... (4 pages)View decision -
Decision Reference DRN-5664364
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5664364 The complaint X complains that Barclays Bank UK PLC trading as Barclaycard has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In June 2024, X went on holiday to Crete. He arranged a vehicle hire and u... (4 pages)View decision -
Decision Reference DRN5709336
24 Dec 2020 Secure Trust Bank Plc UpheldBanking and creditMr B is unhappy that Secure Trust Bank Plc wouldn’t accept the rejection of a car which they supplied to him under a hire purchase agreement. background A used car was supplied to Mr B under a hire purchase agreement with Secure Trust in May 2018. The car was supplied by car dealership (‘T... (9 pages)View decision -
Decision Reference DRN-5324198
12 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5324198 The complaint Mrs and Mr W complain about AXA Insurance UK Plc (AXA) declining their claim for damage to their property under their Commercial and Residential Landlords Insurance policy. Any reference to AXA includes its agents. What happened Mrs and Mr W made a claim on t... (5 pages)View decision -
Decision Reference DRN0639049
27 Oct 2020 N.I.I.B. Group Limited UpheldBanking and creditMr P complains that a used car he got with finance from N.I.I.B. Group Limited (trading as Northridge Finance) (“Northridge”) was of unsatisfactory quality. background Mr P got this car near the start of October 2018 with a hire purchase agreement (HPA) from Northridge. He took the car bac... (6 pages)View decision
