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-3749996
13 Oct 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3749996 The complaint Mrs E complains that PSFM SIPP Limited (PSFM) failed to carry out due diligence checks when accepting her application for a Self-Invested Personal Pension (SIPP) in 2011. She says it didn’t carry out appropriate checks on the advisor who recommended the transactio... (20 pages)View decision -
Decision Reference DRN-4176333
13 Jun 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4176333 The complaint Mr A is unhappy about the support he received from BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera) when he was in financial hardship. When I refer to what Mr A and Alphera have said, it should also be taken to include things sai... (8 pages)View decision -
Decision Reference DRN-5306898
7 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5306898 The complaint Mrs S, with the help of a professional representative, has complained about a transfer of her deferred annuity pension policy with The Prudential Assurance Company Limited (Prudential) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in February 2016.... (9 pages)View decision -
Decision Reference DRN-5132208
8 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5132208 The complaint Mr W through professional representatives has complained about the transfer of his The Royal London Mutual Insurance Society Limited personal pension to a small self- administered scheme (“SSAS”) in July 2014. Mr W’s SSAS was subsequently used to invest in an o... (8 pages)View decision -
Decision Reference DRN-4997440
7 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4997440 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an employment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (9 pages)View decision -
Decision Reference DRN2756710
4 Dec 2020 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr P has complained that Admiral Insurance Company Limited unfairly turned down his motor insurance claim and then disposed of his car without his permission. background Mr P was involved in an accident after overtaking another vehicle. He said the road was wet and the back end slid as he ... (8 pages)View decision -
Decision Reference DRN-2872631
14 Jun 2021 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-2872631 The complaint Mr H, as a director of G, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus (Cashplus) won’t refund him the money he lost when he fell victim to a scam. What happened What Mr H says Mr H says he was cold called by a ... (9 pages)View decision -
Decision Reference DRN-4317945
13 Aug 2024 XTB Limited Not upheldInvestmentsDRN-4317945 The complaint Mr H complained about XTB Limited. He said it shouldn’t have allowed him to open a contracts for difference (CFD) trading account as it was not appropriate for him. He said XTB were responsible for other unfair practices too. Mr H said XTB has made mistakes an... (8 pages)View decision -
Decision Reference DRN-5293145
2 Apr 2025 Independent Financial Advice Bureau Not upheldInvestmentsDRN-5293145 The complaint Mr F2, as executor, complains on behalf of the estate of Mr F1 and Mrs F about the Inheritance Tax (‘IHT’) advice they received from Independent Financial Advice Bureau (‘IFAB’) which resulted in an IHT liability which could’ve been avoided. In summary, he says... (8 pages)View decision -
Decision Reference DRN-3520661
20 Sep 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-3520661 The complaint Mr V complains Computershare Investor Services Plc acted against his wishes and sold a shareholding he’d accrued through his membership in an employee share scheme. What happened Mr V worked for a company I’ll refer to as E. Through Computershare, E offered it... (8 pages)View decision
