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
-
Decision Reference DRN-3808903
16 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3808903 The complaint Mr M has complained to Portal Financial Services LLP (formerly known as Portafina) about advice he received to transfer his personal pension to a Self-Invested Personal Pension (SIPP). What happened In 2013 Mr N received a cold call from a business offering him a ... (9 pages)View decision -
Decision Reference DRN-4297862
14 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4297862 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Lendable Ltd, trading as Autolend. What happened I’ve previously issued a couple of provisional decisions on this complaint. The most recent provisional decision was issued i... (6 pages)View decision -
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 DRN-2906162
19 Jul 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2906162 The complaint Mrs O complains that a car she got with a hire purchase agreement (HPA) from MotoNovo Finance Limited was of unsatisfactory quality. What happened Mrs O got the car in January 2020 and it broke down the following August, after she’d driven over 2,000 miles. A thir... (5 pages)View decision -
Decision Reference DRN7930884
8 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMrs K complains that Bank of Scotland plc didn’t treat her fairly when she told it that someone had stolen money from her joint account. Mrs K says she found the experience traumatic. Mrs K wants the bank to pay more compensation than it has offered to date.back... (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 DRN-5810549
17 Sep 2025 TrinityBridge Limited UpheldInvestmentsDRN-5810549 The complaint Mr and Mrs D complain that TrinityBridge Limited gave them unsuitable investment advice. They say they were pressured into investing in ethical investments. They want TrinityBridge to refund its initial fee and on-going fees, and to compensate them based on the... (9 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-5016217
30 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5016217 The complaint Mr R complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-2734922
13 May 2021 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-2734922 The complaint Ms J complains Creation Consumer Finance Ltd (Creation) supplied her with a car which she believes wasn’t of satisfactory quality. What happened In July 2019, Ms J acquired a used car which she financed through a 48 month hire purchase agreement with Creation. The... (4 pages)View decision
