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-5329681
21 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5329681 The complaint Miss R complains, through her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Miss R is repres... (18 pages)View decision -
Decision Reference DRN-4956376
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4956376 The complaint Mr N complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. But in summary, I understand it to be as fo... (9 pages)View decision -
Decision Reference DRN-5347100
21 Feb 2025 Johnston Campbell Ltd UpheldPensions and AnnuitiesDRN-5347100 The complaint Mr M believes Johnston Campbell Ltd trading as Amber River NI was at fault when it instructed a pension withdrawal following contact from someone impersonating Mr M. £250,000 was fraudulently withdrawn from Mr M’s Self-Invested Personal Pension (SIPP), more tha... (7 pages)View decision -
Decision Reference DRN-5025416
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5025416 The complaint Mr R complains Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Mr R learned of an investment opportuni... (5 pages)View decision -
Decision Reference DRN-5170152
21 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5170152 The complaint Miss L complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) after the maturity of a Junior Individual Savings Account (JISA). Miss L is represented by a third party but for ease of reading, I will generally refer to Miss L. What happ... (3 pages)View decision -
Decision Reference DRN-4808092
21 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4808092 The complaint Mr O complains about the quality of a used car he acquired through a finance agreement with Hyundai Capital UK Limited trading as Hyundai Finance (‘Hyundai’). Mr O says that the car is of poor quality and Hyundai has been unable to remedy the problems the car h... (6 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision -
Decision Reference DRN-5348306
21 Feb 2025 Westerby Trustee Services Limited UpheldInvestmentsPage 1 of 45 The complaint Miss C complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence on the Ethical Forestry investment the late Ms R made through her Westerby Self-Invested Personal Pension (‘SIPP’) and on the firm who introduced Ms ... (45 pages)View decision -
Decision Reference DRN-5334710
21 Feb 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5334710 The complaint Ms N is unhappy that The Prudential Assurance Company Ltd has been unable to provide her with historic pension plan performance details. She is also concerned that she hadn’t received a final bonus when cashing in one of her policies in 2020. What happened The ... (5 pages)View decision -
Decision Reference DRN-5347069
21 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5347069 The complaint Mr H complains that Lloyds Bank PLC won’t refund payments he made towards an investment scam. What happened Mr H was the victim of an investment scam involving the following payments: Ref Date Description Amount 1 16 November 2023 Card Payment to ‘skill generic... (3 pages)View decision
