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 123440 results
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Decision Reference DRN-5636421
24 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5636421 The complaint A company, which I’ll refer to as Y, complains that Bank of Scotland plc (BoS) failed to close its business current account when requested in November 2023. What happened Y had a business current account with BoS, with an overdraft facility of £7,000. In May 2... (3 pages)View decision -
Decision Reference DRN-5594620
24 Jun 2025 Investment Funds Direct Limited UpheldPensions and AnnuitiesDRN-5594620 The complaint Mr M complains about delays caused by Investment Funds Direct Limited (IFDL) when he was transferring his Self-Invested Personal Pension (SIPP) from his existing SIPP provider to another provider. What happened Mr M held a SIPP with a provider I’ll refer to as... (11 pages)View decision -
Decision Reference DRN-5594557
24 Jun 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5594557 The complaint Mr M complains about delays caused by Options UK Personal Pensions LLP when he asked it to transfer his Self-Invested Personal Pension (SIPP) to another provider. What happened Mr M held a “Smart SIPP.” Options was the administrator of the Scheme. The Scheme T... (10 pages)View decision -
Decision Reference DRN-5622167
24 Jun 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5622167 The complaint Mr N’s complaint is about a claim he made on his Financial & Legal Insurance Company Ltd (‘F&L’) pet insurance policy, which F&L declined. Mr N says F&L treated him unfairly. What happened The details of this complaint are well known to both pa... (2 pages)View decision -
Decision Reference DRN-5645182
24 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5645182 The complaint Mr R complains about the way U K Insurance Limited (‘UKI’) handled a claim he made under his motor insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well known to both parties. Mr... (5 pages)View decision -
Decision Reference DRN-5645093
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5645093 The complaint A company, which I’ll refer to as B, complains that Revolut Ltd won’t reimburse it after it lost money to an impersonation scam. Mr S, who is the director of B, brings the complaint on B’s behalf via a family representative. For ease of reading, I’ll refer to a... (14 pages)View decision -
Decision Reference DRN-5639142
24 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5639142 The complaint Mr B complains about investments made on a platform in a Self-Invested Personal Pension (SIPP) operated by IFG Pensions Limited (“IFG”). Mr B says IFG did not check that an investment made by a Discretionary Fund Manager (DFM) appointed to manage the investment... (22 pages)View decision -
Decision Reference DRN-5644544
24 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5644544 The complaint London & Colonial Services Limited ('L&C') recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to L&C throughout this decision. Mr M complains that L&C didn’t meet its reg... (70 pages)View decision -
Decision Reference DRN-5237073
24 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5237073 The complaint Mr H complains that the car he acquired through Mercedes-Benz Financial Services UK Limited (“MBFS”) wasn’t of satisfactory quality. He says he’s had ongoing mechanical issues with the car for a long time and MBFS won’t accept the return of the car or agree to ... (4 pages)View decision -
Decision Reference DRN-5290497
24 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5290497 The complaint Mr A complains about the customer service he received from TSB Bank plc, having raised a chargeback for a transaction made on his debit card. What happened In June 2024, Mr A bought clothes online, paying with his TSB debit card. When the clothes arrived, he s... (3 pages)View decision
