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-5431529
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5431529 The complaint Mr D complains that Bank of Scotland plc, trading as ‘Halifax’, hasn’t refunded the money he lost to a fraudulent investment scheme. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in deta... (6 pages)View decision -
Decision Reference DRN2625656
29 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr V complains that Lloyds Bank PLC refuses to accept that he deposited £2,000 in cash at one of its branches to pay off his loan. He considers it should acknowledge it received the money, close his loan account and remove any adverse information it may have registered on his credit file ... (2 pages)View decision -
Decision Reference DRN-5021821
14 Oct 2024 Principality Building Society Not upheldBanking and PaymentsDRN-5021821 The complaint Mr S complains about the maturity information and service provided by Principality Building Society at the end of his existing product term. What happened Mr S had an one year fixed rate bond with PBS that was due to mature on 25 September 2023. PBS says it is... (3 pages)View decision -
Decision Reference DRN9215156
10 Mar 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr K has complained about U K Insurance Limited’s (UKI) handling of a claim on his motor insurance policy.It was Mr K’s company, rather than Mr K himself, that leased the insured car. But it was Mr K who insured the car personally, so for ease I’ll refer to Mr K as being the leaseholder.Re... (7 pages)View decision -
Decision Reference DRN-3861909
16 Dec 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3861909 The complaint Mr D complains that Punter Southall SIPP Limited, which at the time of his complaint traded as ‘PSFM SIPP’ (PSFM), failed to carry out due diligence checks when accepting his application for a Self-Invested Personal Pension (SIPP) in 2010. He says it didn’t carry ... (17 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 DRN-3248237
7 Mar 2022 First Response Finance Ltd UpheldConsumer CreditDRN-3248237 The complaint Mrs J complains that a car acquired with finance from First Response Finance Ltd (FR) wasn’t of satisfactory quality. What happened In January 2021 Mrs J was supplied with a car and entered into a hire purchase agreement with FR. At the point of supply the car was... (3 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-2725787
2 Jun 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2725787 The complaint Ms M complains that Lloyds Bank PLC (Lloyds) won’t refund £75,000 she lost when she was the victim of a scam. What happened What Ms M says Ms M says she received an insurance payment of £150,778.75 on 1 October 2018 following a cancer diagnosis. The insurer wasn’t... (4 pages)View decision -
Decision Reference DRN4472938
9 May 2018 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr and Mrs M complain about a with-profits bond The Prudential Assurance Company Limited advised them to take out in 1997. Their representative says that this presented too much risk for them and the large withdrawals they took support this. It therefore says that, al... (5 pages)View decision
