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 121479 results
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Decision Reference DRN-5350573
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350573 The complaint Mr F complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (39 pages)View decision -
Decision Reference DRN-5213681
24 Feb 2025 Scottish Widows Limited UpheldInvestmentsDRN-5213681 The complaint Miss C’s complaint against Scottish Widows Limited (“SW”) is about the conversion of shares she held in a portfolio fund from one class to another. She complains that SW did not provide a satisfactory explanation for the conversion and feels she has lost out be... (4 pages)View decision -
Decision Reference DRN-5340158
24 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5340158 The complaint Miss O and Mr A’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 ... (20 pages)View decision -
Decision Reference DRN-4913366
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4913366 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5258550
24 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5258550 The complaint Miss B is unhappy with how esure Insurance Limited (esure) handled a claim made on her motor insurance policy. Any references to esure include its agents. What happened In September 2023 a named driver on Miss B’s policy was involved in an accident in her car... (4 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-5269030
24 Feb 2025 BISL Limited UpheldInsuranceDRN-5269030 The complaint Mr B complains about BISL Limited trading as Budget Insurance Services (“BISL”) and the handling of the claim he made following his involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both part... (3 pages)View decision -
Decision Reference DRN-5344670
24 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5344670 Complaint Ms F says Frasers Group Financial Services Limited (trading as “Ace”) irresponsibly increased the credit limit on her catalogue shopping account. Background This complaint is about a catalogue shopping account Ace initially provided to Ms F in January 2012. Due to... (4 pages)View decision -
Decision Reference DRN-5296222
24 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5296222 Complaint Mr H has complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our invest... (3 pages)View decision -
Decision Reference DRN-5347610
22 Feb 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5347610 The complaint Mr K has complained about the advice provided to him by AFH Independent Financial Services Limited (‘AFH’). Mr K has stated that the advice to transfer a Scottish Widows Group Personal Pension (‘GPP’) into a Scottish Widows Personal Pension (‘PP’) was unsuitabl... (8 pages)View decision
