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 DRN4608581
11 Oct 2018 HSBC Bank plc Not upheldBanking and creditMr O complains HSBC Bank Plc didn’t treat him fairly when he asked it to remove additional searches it had recorded on his credit file. To put things right, he wants HSBC to compensate him for the financial loss he says he has suffered as a result and to recognise ... (7 pages)View decision -
Decision Reference DRN-3209809
13 Dec 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3209809 The complaint Mr R complains that National Westminster Bank Plc (NatWest) won’t refund £28,355.13 he lost when he was the victim of a scam. What happened What Mr R says Mr R says he started to attend college in September 2015. In January 2016 he was approached by an associate ... (6 pages)View decision -
Decision Reference DRN-5379725
4 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5379725 The complaint Mr H has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to an employment scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of ... (7 pages)View decision -
Decision Reference DRN-2304106
13 Jul 2022 Crowdstacker Limited Not upheldInvestmentsDRN-2304106 The complaint Mr B’s complaint is about the way Crowdstacker Limited presented an investment opportunity on its crowdfunding platform. He feels information about the company he invested in was misleading and Crowdstacker failed to perform sufficient due diligence on this. What ... (8 pages)View decision -
Decision Reference DRN-4323444
5 Sep 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4323444 The complaint Mr O complains that a car he acquired with credit from MI Vehicle Finance Limited trading as Mann Island (MI) wasn’t of satisfactory quality. What happened Mr O entered into a credit agreement with MI on 25 March 2022 to acquire a used car. The credit to buy the c... (6 pages)View decision -
Decision Reference DRN-4908989
9 Aug 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4908989 The complaint Mr W has complained about a transfer of his personal pension with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in June 2014. Mr W’s SSAS was subsequently used to invest in an overseas property inves... (7 pages)View decision -
Decision Reference DRN8609064
20 Mar 2020 Christian Paul Gachet UpheldBanking and creditComplaintMr M has complained about a loan which was provided to him by Christian Paul Gachet (trading as “easylogbookloans”.tv). He says the loan was irresponsibly provided to him as it was unaffordable.BackgroundMr M was provided with a loan of £2,500.00 in October 2015. The loan was to b... (8 pages)View decision -
Decision Reference DRN-3423723
9 Sep 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3423723 The complaint Mr E complains that PSFM SIPP Limited (PSFM) failed to carry out due diligence checks when accepting his application for a Self-Invested Personal Pension (SIPP) in 2010. He says it didn’t carry out appropriate checks on the advisor who recommended the transaction,... (24 pages)View decision -
Decision Reference DRN7916209
19 May 2020 Embark Services Limited Not upheldInvestment and pensionsComplaintMr X complains that Embark Services Limited (Embark) failed to carry out due diligence when he started a self-invested personal pension (SIPP) in 2010. He thinks Embark shouldn’t have accepted his application as it was submitted by a non-UK based adviser and shouldn’t have allowed... (16 pages)View decision -
Decision Reference DRN-4317018
26 Oct 2023 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-4317018 The complaint Mr K complains about the administration of his personal pension by Vanguard Asset Management, Ltd (Vanguard). He says he was unable to make a company pension contribution from his limited company because the requirements set out by Vanguard, as part of its verific... (7 pages)View decision
