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-3878272
31 Mar 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3878272 Complaint Mr B has complained that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr B bought a solar panel system (“the system”) for his home in 2014. The purchase was funded... (5 pages)View decision -
Decision Reference DRN-3026021
31 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3026021 The complaint Mr P complains that an unregulated business called Commercial Land and Property Brokers (CL&P) introduced him to Options UK Personal Pensions LLP, (‘Options’, which was trading as Carey Pensions UK LLP at the time of the relevant events) and gave him advice an... (28 pages)View decision -
Decision Reference DRN-4058666
31 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4058666 The complaint Mr A complains National Westminster Bank Plc failed to act when his account showed signs of excessive gambling. What happened The Investigator set out the background to this complaint in detail, so I won’t repeat it again here. Instead, I’ll provide a summary of t... (3 pages)View decision -
Decision Reference DRN-4009564
31 Mar 2023 Portafina Investment Management Limited UpheldPensions and AnnuitiesDRN-4009564 The complaint Mr D complains about the advice given by Portafina Investment Management Limited (‘Portafina’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). Portafina processed the transfer of Mr... (9 pages)View decision -
Decision Reference DRN-4057233
31 Mar 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4057233 Complaint Mr B is unhappy that Revolut Ltd didn’t do more to protect him when he was the victim of fraud. I should point out that the final two payments Mr B made in connection with this scam came after his Revolut account was migrated to Revolut Bank UAB in Lithuania. As I und... (3 pages)View decision -
Decision Reference DRN-3947741
31 Mar 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3947741 The complaint Miss C is a sole trader, trading as J. She complains that PayrNet Limited won’t refund transactions she didn’t make. ANNA Money, who J’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer to ANNA throughout the decision. What happened The detail... (2 pages)View decision -
Decision Reference DRN-4038610
31 Mar 2023 Police Credit Union Limited UpheldBanking and PaymentsDRN-4038610 The complaint C complains that Police Credit Union Limited trading as Serve and Protect Credit Union would not change his title on their system or reference his new title when communicating with him. What happened C wanted to change his title, so he arranged a legal process to ... (3 pages)View decision -
Decision Reference DRN-4057427
31 Mar 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4057427 The complaint Mrs B complains about the quality of a car she acquired under a finance agreement with N.I.I.B. Group Limited trading as Northridge Finance. What happened Mrs B is represented in her complaint by her husband. However, to keep things simple, I have referred to all ... (9 pages)View decision -
Decision Reference DRN-4044144
31 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4044144 Complaint Mr and Mrs C are unhappy that Lloyds Bank PLC won’t reimburse them after they fell victim to an investment scam. Background In May 2021, Mr C was researching potential investment opportunities. He ended up on the website of what appeared to be a credible investment ma... (6 pages)View decision -
Decision Reference DRN-4056840
31 Mar 2023 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4056840 The complaint Mrs H complains Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life) mis-sold her a unit-linked reviewable whole of life plan. Mrs H is represented in this complaint by a claims management company (CMC) but, for ease, I’ll refer to Mrs H directly through... (5 pages)View decision