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-5296571
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5296571 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a friend. His frien... (7 pages)View decision -
Decision Reference DRN-5054052
8 Oct 2024 Action 365 Ltd UpheldInsuranceDRN-5054052 The complaint Mr J or “X” complains that Action 365 Ltd (trading as Pukka Services) unfairly cancelled his motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, that had first been registered in 2009. From 10 March 2022, Mr J... (7 pages)View decision -
Decision Reference DRN5390585
28 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr T says Abana Unipessoal Lda (Abana) gave him unsuitable advice about switching his personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundMr T was planning his retirement in 2014 – he was 66 at the ... (25 pages)View decision -
Decision Reference DRN3276053
28 May 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr C says Abana Unipessoal Lda (Abana) gave him unsuitable advice about transferring his occupational pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundMr C had funds in three occupational pension schemes ... (26 pages)View decision -
Decision Reference DRN-4516556
28 Dec 2023 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-4516556 The complaint Mr P complains that AJ Bell Management Limited failed to carry out appropriate due diligence on an investment he intended to make before accepting it into his Self-Invested Personal Pension (‘SIPP’). What happened Mr P applied for a SIPP with AJ Bell in February 2... (22 pages)View decision -
Decision Reference DRN-4376749
12 Feb 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4376749 The complaint Ms J complains that Creation Consumer Finance Ltd didn’t provide her with the information she needed to prevent interest being charged on her purchase and then unlawfully took a payment from her account. She says that the credit agreement contained onerous terms t... (4 pages)View decision -
Decision Reference DRN-3210924
14 Sep 2022 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-3210924 The complaint Mr C complains that St. James’s Place Wealth Management Plc (SJP) failed to provide him with information about his pension fund in a timely manner. He also complains about the system SJP uses to communicate with him. What happened Mr C had a pension fund with SJP.... (5 pages)View decision -
Decision Reference DRN-4819083
16 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4819083 The complaint Ms W complains about how Aviva Insurance Limited (“Aviva”) handled a claim following the theft and recovery of her car. When I mention Aviva I also mean its suppliers and repairers. What happened Ms W had a motor insurance policy with Aviva covering her car. He... (6 pages)View decision -
Decision Reference DRN-5299246
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299246 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) blocked and closed his current, credit card, and loan accounts without notice nor explanation. Mr B is unhappy HSBC demanded full payment of his overdraft and loan balances and didn’t let him agree a repayment plan. Mr B... (5 pages)View decision -
Decision Reference DRN-4787781
7 Jun 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4787781 The complaint Ms C and her representative complain that Santander Consumer (UK) Plc (“Santander”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2022 Ms C acquired a used car financed by way of a conditional sale agre... (5 pages)View decision
