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 4096 results
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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 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 DRN5748201
10 Jun 2020 Sytner Limited UpheldBanking and creditMr M complains Sytner Limited (trading as Sytner Newport) gave him misleading information about a hire purchase agreement.backgroundIn May 2016 Mr M wanted to get a new car and went to a Sytner dealership. He says he intended to part exchange his existing car and acquire a new one on finan... (5 pages)View decision -
Decision Reference DRN-3551981
20 Jun 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3551981 The complaint Mr F complains that Tesco Personal Finance Plc won’t refund payments he made using his credit card towards an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the k... (4 pages)View decision -
Decision Reference DRN-3623585
25 Aug 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3623585 The complaint Mr M complains about the advice he received from Portal Financial Services LLP (‘Portal’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme (‘OPS’) to a self-invested personal pension plan (‘SIPP’). He says the advice was unsuita... (9 pages)View decision -
Decision Reference DRN-4800895
16 May 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4800895 The complaint Ms K complains that a used car she acquired under a hire purchase agreement (HPA) from Advantage Finance Ltd (“Advantage”) is of unsatisfactory quality. Ms K is represented by a third party but I’ll refer to everything that’s been said on her behalf as if she said... (5 pages)View decision -
Decision Reference DRN6553016
10 Jan 2020 Broadlands Partnership Not upheldInvestment and pensionsMr B complained about advice given by Broadlands Partnership to transfer his pension benefits to a new SIPP. He says that the advice did not consider the suitability of the investment that he intended to make.background I issued my provisional decision for this complaint in April 2019. I s... (12 pages)View decision -
Decision Reference DRN-4919193
19 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4919193 The complaint Mrs W complains that The Royal Bank of Scotland Plc (RBS) blocked access to her account in 2022. What happened Mrs W had an account with RBS. She planned to buy a property abroad. She found a property and agreed to buy it. The property cost USD270,000, includin... (4 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-2919285
25 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2919285 The complaint Mr U complains that Monzo Bank Ltd did not help him recover money he’d deposited into an online trading account which he says turned out to be a scam. What happened In June 2019 Mr U saw an online advertisement for a firm, which said it provided a trading platform... (3 pages)View decision