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 128535 results
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Decision Reference DRN-5193802
16 Jan 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5193802 The complaint Mr and Ms M complain that Marks & Spencer Financial Services Plc (trading as M&S Bank) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Ms M came across an opportunity to invest in a company which leased cars – Buy... (6 pages)View decision -
Decision Reference DRN-5180630
16 Jan 2025 Cater Allen Limited UpheldBanking and PaymentsDRN-5180630 The complaint H, a limited company, represented in this complaint by its director, Mr H, complains that Cater Allen Limited won’t refund the money lost when Mr H fell victim to a scam. What happened Mr H saw an advert about an opportunity to invest in a company which leased... (6 pages)View decision -
Decision Reference DRN-5261544
16 Jan 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5261544 The complaint Mr J has complained about a transfer of his personal pension with Phoenix Life Limited (Phoenix Life) to a small self-administered scheme (SSAS) in January 2014. Mr J’s SSAS was subsequently used to invest in The Resort Group (TRG), an overseas property develop... (16 pages)View decision -
Decision Reference DRN-5219129
16 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5219129 The complaint Mr P has complained about his motor warranty provider AWP P&C S.A. He is unhappy because it declined his claim for repair of his car which suffered a breakdown. What happened In 2020, Mr P took out a warranty with AWP to cover his costs for repair or rep... (3 pages)View decision -
Decision Reference DRN-5249842
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5249842 The complaint Ms C is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms C fell victim to a cruel investment scam that she saw advertised on social media and appeared ... (12 pages)View decision -
Decision Reference DRN-4760872
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4760872 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr P fell victim to a fake job scam. He was contacted via a mobile messaging service by someone offering him a job. They said they’d got his details from a recruitment firm, an... (9 pages)View decision -
Decision Reference DRN-5223201
16 Jan 2025 West One Loan Limited UpheldBanking and PaymentsDRN-5223201 The complaint S, a limited company, complains that West One Loan Limited wrongly claimed it had defaulted on a secured loan and applied additional interest. S is represented by its director, who I’ll refer to as Mr S. Mr S asks that West One refunds the additional interest i... (4 pages)View decision -
Decision Reference DRN-5252287
16 Jan 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5252287 The complaint Mr A complains that The Mortgage Works (UK) Plc (“TMW”) first unfairly rejected his request for term extensions on his two Buy To Let mortgages, based on his credit file, then delayed his applications for months, before finally telling him to make large capital... (8 pages)View decision -
Decision Reference DRN-5215442
16 Jan 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5215442 The complaint Mrs F complains that Frasers Group Financial Services Limited (‘Frasers Group’), trading as Studio, were unreasonable to apply charges and interest and to report missed payments on a transaction for goods she never received. What happened Mrs F ordered a bed an... (2 pages)View decision -
Decision Reference DRN-5156933
16 Jan 2025 Sublime Business Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-5156933 The complaint Mr M complains that he was given unsuitable advice to transfer two defined benefit (DB) pension schemes to personal pension plan arrangements. The first pension was transferred in 2018 and the second took place in 2019. Sublime Business Financial Advisers Limit... (12 pages)View decision