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 122404 results
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Decision Reference DRN-4577330
24 Jan 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4577330 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” – formerly Carey Pensions UK LLP) shouldn’t have accepted his application to transfer his Armed Forces Pension Scheme (“AFPS”) occupational pension scheme into an Options self-invested personal pensio... (43 pages)View decision -
Decision Reference DRN-4577797
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4577797 The complaint Mr M is unhappy that Monzo Bank Ltd defaulted his account What happened Mr M had an account with Monzo which was overdrawn. On 3 February 2023, Mr M received an email from Monzo which explained that he needed to make a payment towards his account of at least £40 b... (3 pages)View decision -
Decision Reference DRN-4558657
24 Jan 2024 Estate Capital Financial Management Limited UpheldPensions and AnnuitiesDRN-4558657 The complaint Mr H complains about the advice Estate Capital Financial Management Limited (‘ECF’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice might not have bee... (4 pages)View decision -
Decision Reference DRN-4574183
24 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4574183 The complaint Miss A complains that U K Insurance Limited (“UKI”) mishandled her motor insurance policy. What happened Much of the subject matter of the complaint is a hatchback car first registered in 2004. The most recent V5 registration document for the car is dated August 2... (4 pages)View decision -
Decision Reference DRN-4321552
24 Jan 2024 Financial Planning Solutions Ltd UpheldPensions and AnnuitiesDRN-4321552 The complaint Mr G complains about the advice given by Financial Planning Solutions Ltd (‘FPS’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’), to a personal pension. He says the advice was unsuita... (8 pages)View decision -
Decision Reference DRN-4305287
24 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4305287 The complaint Mr D complains that Gain Credit LLC trading as Lending Stream irresponsibly lent to him. What happened Lending Stream lent Mr D three instalment loans between May and July 2021, Mr D hasn’t managed to repay any of the loans and all three loan accounts have now bee... (2 pages)View decision -
Decision Reference DRN-4525184
24 Jan 2024 Citibank UK Limited UpheldInvestmentsDRN-4525184 The complaint Mr and Mrs P complain about Citibank UK Limited’s delay in acting on their instructions to transfer a portfolio of investments from Citibank Russia to Citibank UK. They say that by the time Citibank UK actioned the transfer, legislation in Russia prevented the tra... (7 pages)View decision -
Decision Reference DRN-4569783
24 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4569783 The complaint Mr L is unhappy with emails Santander UK Plc has sent to him and the way it’s handled his enquiries about this. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr L... (4 pages)View decision -
Decision Reference DRN-4572266
24 Jan 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4572266 The complaint Mr F complains that eToro (UK) Ltd’s default leverage on its platform was too high and was easily missed. He said he placed trades in gold, oil and gas in February 2022 using the default leverage and this caused him financial loss. What happened One of our investi... (7 pages)View decision -
Decision Reference DRN-4506827
24 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4506827 The complaint Mr P has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a purchase he’d made on his credit card. What happened The circumstances of the complaint are well known, and the parties are in broad... (3 pages)View decision
