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 392389 results
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Decision Reference DRN-5887839
5 Dec 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5887839 The complaint Mr T complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when he says it shouldn’t have accepted business from the firm that introduced him to Options; Cale... (35 pages)View decision -
Decision Reference DRN-5913714
5 Dec 2025 Quilter Financial Limited Not upheldInvestmentsDRN-5913714 The complaint Mr C, represented by a claims management company (CMC), complains about the suitability of investment advice provided by an appointed representative of Quilter Financial Limited. For clarity, it’s been agreed that additional concerns also raised, regarding the ... (4 pages)View decision -
Decision Reference DRN-5950131
5 Dec 2025 Vitality Health Limited Not upheldInsuranceDRN-5950131 The complaint Mr P has complained that Vitality Health Limited mis-informed him that a cancellation fee would be applied to his private medical insurance policy. What happened In May 2025 Mr P sent Vitality an email enquiring about the process for cancelling the policy. He ... (2 pages)View decision -
Decision Reference DRN-5836086
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5836086 Complaint Mr K has complained about overdrafts Lloyds Bank PLC (“Lloyds”) provided to him. He says the overdrafts caused him continued financial difficulty. Background Mr K has had current accounts with Lloyds from 2012. The overdraft limits on the accounts have varied with... (5 pages)View decision -
Decision Reference DRN-5979736
5 Dec 2025 EE Limited UpheldConsumer CreditDRN-5979736 The complaint Mr H complains about some incorrect information given to him when he took out a fixed sum loan agreement with EE Limited (EE) which was used to purchase a mobile telephone device. What happened Mr H had three mobile phone devices on his account with EE. In Janu... (3 pages)View decision -
Decision Reference DRN-5979600
5 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5979600 The complaint Mr L complains that U K Insurance weren’t able to collect his landlord insurance premiums via direct debit. What happened The background to this complaint is well known to both parties, so I’m not going to go into great detail here. No disrespect is intended by... (2 pages)View decision -
Decision Reference DRN-5732348
5 Dec 2025 AJ Bell Management Limited Not upheldInvestmentsDRN-5732348 The complaint Miss K complains that A J Bell Management Limited trading as AJ Bell (‘AJ Bell’) failed to make clear the fees it would charge for an ISA transfer. She also said AJ charged too much and delayed her transfer. What happened Miss K had a stocks and shares ISA with... (4 pages)View decision -
Decision Reference DRN-5761858
5 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5761858 The complaint Mr T is complaining that Wise Payments Limited hasn’t refunded a payment he was tricked into making as part of a scam. What happened Mr T had made a booking with a travel agency. He’s told us the booking was cancelled, and he called what he believed to be the t... (3 pages)View decision -
Decision Reference DRN-5831168
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5831168 The complaint Mrs M complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she fell victim to what she believed was a scam. What happened What Mrs M says Mrs M says she was actively looking for investment opportunities. Mrs M’s son was also lookin... (6 pages)View decision -
Decision Reference DRN-5988442
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5988442 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision