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-3200278
1 Feb 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3200278 The complaint Mrs M has complained about credit granted to her by Startline Motor Finance Limited (“Startline”). She says she was in financial difficulty at the time and Startline didn’t carry out adequate checks before lending to her. What happened Startline agreed credit for ... (6 pages)View decision -
Decision Reference DRN4269185
22 Jan 2019 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMrs L has complained about the advice she was given by Sussex Independent Financial Advisers Limited (“Sussex”) to transfer her existing pension into a new plan, in order to invest in Harlequin Property (“Harlequin”).backgroundIn 2009, Mrs L transferred her existing... (7 pages)View decision -
Decision Reference DRN-3774253
14 Feb 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3774253 The complaint Mr R complains Barclays Bank UK PLC (“Barclays”) closed his current and credit card accounts without explanation. Mr R also complains Barclays should not have linked him to a business account for which he is a director, nor shared data in this way. And Barclays ma... (3 pages)View decision -
Decision Reference DRN6331667
14 Aug 2018 Taylor Frost Wealth Management Limited Not upheldInvestment and pensionsMr C’s complaint is that Taylor Frost Wealth Management Limited (TF) recommended unsuitable investments to him, one in 2011 and another in 2012. He also suggests that TF engaged in churning for these investments. Mr C is represented by his solicitors.backgroundMr C and,... (9 pages)View decision -
Decision Reference DRN-5783477
29 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5783477 The complaint Ms H is unhappy that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA) was of unsatisfactory quality. When I refer to what Ms H or CA have said or done, it should also be taken to include things said or done on their behalf.... (5 pages)View decision -
Decision Reference DRN1169848
7 Oct 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr N complains to Mercedes-Benz Financial Services UK Limited (‘MBFS’) about the quality of a car it supplied him through a Hire Purchase agreement.background The circumstances surrounding this complaint and my initial findings were set out in my provisional decision of 13 September 2019. ... (9 pages)View decision -
Decision Reference DRN-3209935
15 Dec 2021 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3209935 The complaint Mr H complains that Portal Financial Services LLP (Portal) provided him with unsuitable advice to transfer two personal pension plans (PPPs) to a Self-Invested Personal Pension (SIPP) and to invest the fund value in unregulated collective investment schemes (UCIS)... (7 pages)View decision -
Decision Reference DRN-2661775
10 Mar 2021 Skipton Building Society UpheldInvestmentsDRN-2661775 The complaint Mr and Mrs S’s complaint against Skipton Building Society is about investments they were advised to make in 2006. What happened Mr and Mrs S met a Skipton adviser three times in 2006. Mr and Mrs S wanted to discuss how to invest a compensation award Mr S had recei... (5 pages)View decision -
Decision Reference DRN-3766677
26 Jan 2023 FACET INVESTMENT MANAGEMENT LTD Not upheldPensions and AnnuitiesDRN-3766677 The complaint Mr E complains that FACET INVESTMENT MANAGEMENT LTD (FACET), in its role as his discretionary fund manager (DFM), invested the funds within his personal pension inappropriately. In this complaint Mr E is represented by a professional third-party, but for clarity I... (4 pages)View decision -
Decision Reference DRN-3020914
3 Sep 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3020914 The complaint Mr K has complained about the quality of a car he acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). What happened In May 2018 Mr K acquired a two-year-old used car under a four-year hir... (8 pages)View decision
