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 DRN-4643149
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4643149 The complaint Ms W is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to a scam. Ms W is represented in this complaint by a solicitor, but for simplicity I will refer to Ms W throughout this decision, even when referencing what her represen... (5 pages)View decision -
Decision Reference DRN1744412
12 Feb 2021 Clydesdale Financial Services Limited Not upheldBanking and creditMr M complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance ("BPF"), mishandled his claim under Section 75 of the Consumer Credit Act 1974 ("S75"), for issues with a fitted kitchen that had been purchased via a fixed sum loan. backgrou... (5 pages)View decision -
Decision Reference DRN-4440624
19 Nov 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4440624 The complaint Mr H complains Santander Consumer (UK) Plc (SCUK) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In November 2022 Mr H entered into a 48 month conditional sale agreement for a used car. The car’s cash price was around ... (5 pages)View decision -
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-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 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-3199982
1 Feb 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3199982 The complaint Mr H complains that a used car supplied by Specialist Motor Finance Limited (SMFL) under a finance agreement was of unsatisfactory quality. What happened Mr H acquired this car in July 2020 under a hire purchase agreement (HPA). Not long after collection he notice... (6 pages)View decision -
Decision Reference DRN-1471122
27 May 2020 TSB Bank plc UpheldBanking and PaymentsDRN-1471122ComplaintMr S complains that TSB Bank plc (TSB) caused him stress and inconvenience following the delay in returning a rejected bank transfer to his wife’s Individual Savings Account (ISA) and that he wasn’t kept informed by TSB when the funds were finally returned to his accoun... (2 pages)View decision -
Decision Reference DRN-4508546
16 May 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4508546 The complaint Mrs H complains about the way in which Volkswagen Financial Services (UK) Limited (“VWFS”) handled her request to voluntary terminate her agreement. What happened In March 2022 Mrs H was supplied with a car and entered into a hire purchase agreement with VWFS. The... (3 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision