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 DRN8515664
5 Jan 2016 Lloyds Bank PLC UpheldInvestment and pensionsMr and Mrs D complain Lloyds Bank PLC (Lloyds) mis-sold them two Scottish Widows Capital Protected Funds (SWCP).backgroundThe background and circumstances of this complaint are set out within my provisional decision of 2 December 2015. A copy of this is attached and fo... (7 pages)View decision -
Decision Reference DRN4057277
10 Feb 2020 Wealthmasters Financial Management Ltd UpheldInvestment and pensionsMr B complains, with the help of a representative, that he was mis-sold high risk investments by Wealthmasters Financial Management Ltd (WFM). The complaint focussed on an investment in Green Oil Plantations (GOP) and the switch of his existing personal pensions to a newly set up Self-Inve... (26 pages)View decision -
Decision Reference DRN-5640108
4 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5640108 The complaint Mr B complains HSBC UK Bank Plc unfairly recorded a Cifas marker against him. He wants the marker removed and compensation for the impact the marker has had on him. What happened The background that led to HSBC recording a marker against Mr B are understood by ... (4 pages)View decision -
Decision Reference DRN-2832545
23 Jun 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2832545 The complaint Miss K complains that a car she acquired via a hire purchase agreement with MotoNovo Finance Limited trading as MotoNovo Finance wasn’t of satisfactory quality. What happened In October 2020 Miss K acquired a used car via a three-year hire purchase agreement with ... (5 pages)View decision -
Decision Reference DRN-5255884
13 Jan 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5255884 The complaint Mr H’s representative (‘CMC’) complains about the due diligence Pathlines Pensions UK Limited undertook before accepting the transfer of Mr H’s personal pensions and Mr H’s defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension... (43 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN8964700
20 Feb 2014 The On-Line Partnership Limited UpheldInvestment and pensionsMr and Mrs K’s complaint is that the investments recommended to them by Square Mile Wealth Ltd (“SMW”), as appointed representatives of The On-Line Partnership Limited, were unsuitable as they were not compatible with their attitude to risk. backgroundMr and Mrs K’s complaint covers f... (8 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 -
Decision Reference DRN8754523
9 Dec 2019 Close Brothers Limited UpheldBanking and creditMr J is complaining about the quality of a car he acquired through Close Brothers Limited on a hire purchase agreement.backgroundIn October 2018 Mr J entered into a hire purchase agreement with Close Brothers to acquire a car. Mr J started to have issues with the car around a week after re... (4 pages)View decision -
Decision Reference DRN-5841895
28 Oct 2025 AutoMoney Limited UpheldConsumer CreditDRN-5841895 The complaint Mr W complains about the quality of a used car he acquired through a hire purchase agreement (HPA), financed by AutoMoney Limited (AutoMoney). Mr W is also unhappy as he says the car’s mileage was misrepresented at the time of the sale, and he never received th... (9 pages)View decision
