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-3654905
10 Mar 2023 CB Payments Ltd Not upheldBanking and PaymentsDRN-3654905 The complaint Mr G complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing on or around 28 September 2021, Mr G fell victim to what he describes as a multi-layered operation orchestrated by a company I’ll refer to as ‘Q’. M... (3 pages)View decision -
Decision Reference DRN0311254
12 Apr 2017 BMW Financial Services (GB) Limited UpheldBanking and creditMr B complains that the car he acquired through a hire purchase agreement (HPA) with BMW Financial Services(GB) Limited (the business) was not of satisfactory quality.backgroundMr B entered into a HPA with the business in September 2015 to acquire a used car. At the tim... (4 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 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 DRN1370489
30 Aug 2018 Close Brothers Limited UpheldBanking and creditMrs L complains that the car she acquired with finance from Close Brothers Limited (“CB”) isn’t of satisfactory quality.backgroundMrs L acquired the car in June 2017. She later complained to CB about the problems she was experiencing with it. And, being unhappy with ... (5 pages)View decision -
Decision Reference DRN-4188284
10 Jan 2024 Black Horse Limited UpheldConsumer Credit1 Summary 1.This complaint is about the commission Black Horse Limited (“Black Horse”) paid to a credit broker (the “Broker”) when Mrs Y took out a hire-purchase agreement to buy a car in April 2016. 2.Mrs Y complains that Black Horse acted unfairly by paying the Broker commission without ... (64 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN8438152
11 Oct 2017 Nationwide Building Society UpheldBanking and creditMr L complains that Nationwide Building Society held a cheque sent by a third party and failed to tell him it had been received. backgroundMr L says he was expecting to be sent a cheque from his brokers for nearly £70,000 but he says Nationwide wrongly held on to ... (2 pages)View decision -
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-3392810
25 Mar 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3392810 The complaint Miss G complains that a used car she acquired with finance provided by MotoNovo Finance Limited was of unsatisfactory quality. What happened Miss G got this car in March 2021 under a hire purchase agreement (HPA) she took out with MotoNovo. In early July 2021 the ... (5 pages)View decision
