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 4269 results
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Decision Reference DRN-3745124
10 Jan 2025 Jarvis Investment Management Limited Not upheldPensions and AnnuitiesDRN-3745124 The complaint Mr G has complained about the transfer of his self-invested personal pension (‘SIPP’) to The Swift Trading Pension Scheme (‘STPS’) – an occupational pension scheme (‘OPS’) in October 2017. Mr G says the investments subsequently made now appear to have little va... (5 pages)View decision -
Decision Reference DRN-4490496
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4490496 The complaint This complaint is brought by Ms A as representative of a partnership. Mr and Mrs J are the partners and I will refer to the partnership as JAJ throughout for ease of reference. JAJ has complained about the poor service they received from Barclays Bank UK PLC. In p... (5 pages)View decision -
Decision Reference DRN-4425318
31 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4425318 The complaint Mr O complains that HSBC UK Bank Plc erroneously set up a Bounce Back Loan in his own name, rather than that of his company – meaning he is personally liable for its repayment. This issue has also left Mr O unable to obtain a term extension under the Loan Scheme’s... (5 pages)View decision -
Decision Reference DRN-3358338
25 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3358338 The complaint Mrs H complains HSBC UK Bank Plc (“HSBC”), won’t refund the money she lost when she was the victim of a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known to both parties, so I don’t need t... (5 pages)View decision -
Decision Reference DRN-4924450
26 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4924450 The complaint Mr S has complained, with the help of a professional representative, about a transfer of his personal pension held with The Prudential Assurance Company Limited (‘Prudential’) to a small self- administered scheme (SSAS) in March 2016. Mr S’ SSAS was subsequentl... (10 pages)View decision -
Decision Reference DRN-4949935
6 Aug 2024 Black Horse Limited UpheldConsumer CreditDRN-4949935 The complaint Mr L is unhappy with a car supplied under a hire purchase agreement taken with Black Horse Limited. What happened Around May 2023 Mr L entered into a hire purchase agreement with Black Horse to acquire a used car. The mileage was recorded on the agreement as 99... (5 pages)View decision -
Decision Reference DRN5899716
14 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc mis-sold him an Additions Active packaged bank account in 2008. He is represented by his mother, Mrs H.backgroundMr H had a free account before the upgrade to the Additions Active account in August 2008. The account was downgra... (4 pages)View decision -
Decision Reference DRN4362831
31 Oct 2018 Alliance Trust Savings Limited Not upheldInvestment and pensionsMr M complains that Alliance Trust Savings Limited (ATS) delayed the in specie transfer of his self-invested personal pension (SIPP) to another SIPP provider.background On 10 July 2017 Mr M told ATS that he wanted to transfer his SIPP portfolio elsewhere. His SIPP t... (4 pages)View decision -
Decision Reference DRN-4728300
24 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4728300 The complaint Mr S has complained that Starling Bank Limited won’t refund him for a transaction he says he didn’t make or authorise totalling just over £900. Mr S is also unhappy with the way Starling managed his data subject access request. What happened Mr S had a curren... (5 pages)View decision -
Decision Reference DRN-3564281
19 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3564281 The complaint Mrs A complains ITI Capital Limited (“ITI Capital”) didn’t administer her account properly and delayed its transfer, causing her stress and financial loss. What happened Mrs A says she started the transfer process in August 2020 and it completed in April 2021. She... (5 pages)View decision
