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 4282 results
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Decision Reference DRN-4254109
21 Jul 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4254109 The complaint Ms J complains that, after she’d requested a full withdrawal of funds held in a pension with ReAssure Ltd, they’d taken too long to make a payment to her. What happened Ms J had a personal pension with ReAssure. In May 2021, she approached them to withdraw the ful... (5 pages)View decision -
Decision Reference DRN-2536144
23 Mar 2021 Abbey Insurance Brokers Ltd Not upheldInsuranceDRN-2536144 The complaint Ms B is unhappy she wasn’t told that the broker (BL) she used to arrange her property insurance policy was a trading name of Abbey Insurance Brokers Ltd (AIB). Nor was she told the business providing the insurance policy (P) was part of the same financial group as... (6 pages)View decision -
Decision Reference DRN-3479502
13 May 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3479502 The complaint Mr R complains that John Lewis Financial Services Limited refuses to refund money he lost to a binary options investment scammer. What happened Mr R saw Greenfields Capital (GC) on a social media advert. He left his contact details on their webform and a broker re... (5 pages)View decision -
Decision Reference DRN-4717438
5 Apr 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4717438 The complaint Mr and Mrs R complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by First Holiday Finance Ltd, which I’ll refer to as FHFL. Mr and Mrs R have been represented in bringing this complaint by a claims management... (6 pages)View decision -
Decision Reference DRN-3962064
24 Mar 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3962064 The complaint Mr H complains about how Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) responded when he asked it to help him claim a refund for goods he ordered. What happened Mr H purchased a phone from a third party retailer using a point of... (5 pages)View decision -
Decision Reference DRN-5334017
15 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5334017 The complaint Miss B has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job scam, and hasn’t refunded the money she lost in the scam. What happened I issued a provisional decision (“PD”) in January 2025 explaining why I was min... (6 pages)View decision -
Decision Reference DRN-5441874
17 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5441874 The complaint Mr A’s complaint relates to problems he had with a car supplied to him by STARTLINE MOTOR FINANCE LIMITED (Startline) under a hire purchase agreement. What happened Mr A entered into a hire purchase agreement with Startline in August 2023 to purchase a car. Th... (6 pages)View decision -
Decision Reference DRN7289772
15 Sep 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr M 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 financial loss.backgroundMr M knew Mr F through a friend. Many years earlie... (29 pages)View decision -
Decision Reference DRN1331386
5 Oct 2015 Preferred Mortgages Limited Not upheldBanking and creditThis complaint’s about long term difficulty Miss Y has had in paying her interest-only mortgage with Preferred Mortgages Limited (Preferred). She says it’s unfairly added fees to her account over the years and she can’t understand the interest she’s been charged. She ... (6 pages)View decision -
Decision Reference DRN-3472981
11 May 2022 Zurich Insurance PLC UpheldInsuranceDRN-3472981 The complaint Mr M is unhappy with Zurich Insurance PLC’s (Zurich) handling and settlement of a claim made under his commercial landlord property insurance policy. What happened Mr M owns a property which he lets out to tenants. In March 2014, damp and water ingress was reporte... (7 pages)View decision
