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-5117039
6 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5117039 The complaint Ms L has complained about a transfer of her Aviva Life & Pensions UK Limited pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in February 2015. Ms L’s QROPS was subsequently used to invest in Dolphin Capital (which later became... (9 pages)View decision -
Decision Reference DRN-3818002
25 Nov 2022 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3818002 The Complaint Mr N says that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (‘BPF’) didn’t fairly or reasonably deal with claims under Sections 75 and 140A of the Consumer Credit Act 1974 (the ‘CCA’) in relation to the purchase of a holiday product ... (10 pages)View decision -
Decision Reference DRN-4853066
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4853066 The complaint Mrs S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of t... (9 pages)View decision -
Decision Reference DRN2209364
14 Oct 2019 Close Brothers Limited UpheldBanking and creditMr S complains about the quality of a car financed by a conditional sale agreement from Close Brothers Limited. He says the faults with the car mean he should be able to cancel the finance agreement and return it, or, be given a refund of the money he’s spent on repairs.backgroundI set out... (9 pages)View decision -
Decision Reference DRN8585159
7 May 2021 Lloyds Bank PLC Not upheldBanking and creditMr Y complains that Lloyds Bank PLC are holding him liable for transactions made on a credit card account which he says was opened in his name without his knowledge or consent. background The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (8 pages)View decision -
Decision Reference DRN-5374672
12 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5374672 The complaint Mrs L has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mrs L’s SSAS was subsequently used to invest in commercial property overseas through The Resort Group (‘TRG’). The investm... (18 pages)View decision -
Decision Reference DRN-4939831
5 Aug 2024 Quilter Life & Pensions Limited Not upheldPensions and AnnuitiesDRN-4939831 The complaint Mr O has complained about a transfer of his personal pension with Skandia to a small self- administered scheme (SSAS) in March 2014. Mr O’s SSAS was subsequently used to invest in two overseas investments and storage units in Manchester. None of the investments... (16 pages)View decision -
Decision Reference DRN-5161493
27 Mar 2025 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-5161493 The complaint Mr C has complained, via his representatives, about a transfer of his personal pension held with Old Mutual Wealth Management Limited (now Quilter Life & Pensions Limited, ‘Quilter’) to a small self-administered scheme (‘SSAS’), which completed in November ... (17 pages)View decision -
Decision Reference DRN-5161496
27 Mar 2025 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-5161496 The complaint Mrs C has complained, via her representatives, about a transfer of her personal pension held with Old Mutual Wealth Management Limited (now Quilter Life & Pensions Limited, ‘Quilter’) to a small self-administered scheme (‘SSAS’), which completed in November... (18 pages)View decision -
Decision Reference DRN-4700934
22 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4700934 The complaint Ms L has complained that Sun Life Assurance Company of Canada (U.K.) Limited undertook insufficient due diligence checks and failed to give appropriate warnings to her - before transferring her personal pensions to a Small Self-Administered Scheme (SSAS) invested ... (24 pages)View decision
