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 DRN5892670
23 Apr 2019 Advantage Finance Ltd UpheldBanking and creditMr A complains that a vehicle he finances through an agreement with Advantage Finance Ltd (“Advantage”) is not of satisfactory quality. He wants to be able to reject it and end his agreement.backgroundMr A took receipt of a used car in June 2018; the car was first ... (3 pages)View decision -
Decision Reference DRN-4121003
24 May 2023 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-4121003 The complaint Miss S complains that Squareup Europe Ltd (“Squareup”) won’t refund money she lost, after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But bri... (3 pages)View decision -
Decision Reference DRN-4644215
27 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4644215 The complaint Mr H complains about the conduct of London & Colonial Services Limited (‘L&C’) in relation to his Self Invested Personal Pension (‘SIPP’). Mr H complains this has resulted in him suffering a substantial loss to his pension funds. Mr H is being represented ... (47 pages)View decision -
Decision Reference DRN-2942555
6 Sep 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-2942555 The complaint Mr W complains about the quality of a car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). What happened In September 2018 Mr W acquired a used car through a hire purcha... (5 pages)View decision -
Decision Reference DRN-3866401
27 Apr 2023 Close Brothers Limited UpheldConsumer CreditDRN-3866401 The complaint Mr B complains about the quality of a used car that was supplied through a Conditional Sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance (CBL). What happened The circumstances surrounding this complaint and my initial findings were... (7 pages)View decision -
Decision Reference DRN0828747
19 Oct 2018 N.I.I.B. Group Limited UpheldBanking and creditMr O complains that a used car he acquired with a hire purchase agreement with N.I.I.B. Group Limited wasn’t of satisfactory condition.backgroundIn August 2017 Mr O acquired a used car with a three year hire purchase agreement. The car was around seven years old and ... (4 pages)View decision -
Decision Reference DRN-2906527
18 Aug 2021 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-2906527 The complaint Mrs M complains that a car she paid for using a fixed sum loan agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Finance, (“Santander”) wasn’t of satisfactory quality. She also complains that the car was misrepresented to her. Mrs M is repr... (4 pages)View decision -
Decision Reference DRN-4762077
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4762077 The complaint Miss G complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her the money she lost in a scam. What happened I’m not going to cover all the points raised in detail. But briefly Miss G fell victim to a task- based job scam in which she was required to rate produc... (6 pages)View decision -
Decision Reference DRN7884865
30 Mar 2021 Quilter Financial Planning Solutions Limited Not upheldInvestment and pensionsMr G’s complaint is that an adviser with Positive Solutions, now Quilter Financial Planning Solutions Limited, gave him unsuitable advice to transfer his existing pensions to a self- invested personal pension (SIPP) in order to invest in a Harlequin Property investment scheme. Mr G thinks... (11 pages)View decision -
Decision Reference DRN-5821472
14 Nov 2025 Funding Circle Ltd Not upheldInvestmentsDRN-5821472 The complaint The estate of Mr D has complained that Funding Circle Ltd (‘Funding Circle’) allowed an unauthorised third party to open two accounts in Mr D’s name. The executor wants the estate’s money to be refunded in full with reasonable interest. The estate is represent... (4 pages)View decision
