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 4790 results
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Decision Reference DRN-3409921
31 Mar 2022 Embark Services Limited Not upheldPensions and AnnuitiesDRN-3409921 The complaint Mr M complains that he’s lost over £104,000 from his SIPP. He believes that Embark Services Limited trading as Hornbuckle (Embark) failed to act in his best interests, didn’t fulfil its obligations and didn’t conduct enough due diligence in respect of his adviser ... (14 pages)View decision -
Decision Reference DRN2423979
16 Nov 2016 The On-Line Partnership Limited Not upheldInvestment and pensionsMr N is complaining about pension advice given by Stephen Thomas Associates (STA) as appointed representatives of the On-Line Partnership Limited (On-Line). In particular he’s concerned about the suitability of recommendations to:- transfer two existing plans to a new p... (6 pages)View decision -
Decision Reference DRN7581255
25 Sep 2014 AKFP Ltd UpheldInvestment and pensionsMr B has complained that AKFP Ltd ( tr a din g a s A ik e n K ennedy F in ancia l P la nnin g ) gave him unsuitable advice to transfer his existing pension policies to a self-invested personal pension (SIPP) in 2001. Mr B has also complained regarding subsequent advice to invest in... (6 pages)View decision -
Decision Reference DRN-3806301
2 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3806301 The complaint T complain that Revolut Ltd failed to refund transactions they didn’t recognise. What happened T are represented by Mr V. As he was the one who was involved with the disputed transactions, I’ll refer to him where it’s appropriate throughout this complaint. Mr V ha... (6 pages)View decision -
Decision Reference DRN-2240455
16 Feb 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2240455 The complaint Mr J complains that Bank of Scotland plc (trading as Halifax) won’t refund £24,975 he lost when he was the victim of a scam What happened What Mr J says Mr J says he was cold called by what he thought was an investment company I’ll call company A and pressured in ... (6 pages)View decision -
Decision Reference DRN-4101674
14 Jun 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4101674 The complaint Mr W has complained about the cancellation by Royal & Sun Alliance Insurance Limited (‘RSA’) of his home insurance policy. For the avoidance of doubt, the term RSA includes its agents and representatives in this decision letter. What happened Mr W initially ma... (5 pages)View decision -
Decision Reference DRN1927055
18 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs W held a fee-free current account with Lloyds Bank PLC for many years. They upgraded this several times over the years to progressively more expensive packaged accounts. Mr and Mrs W paid a monthly fee for these accounts and in return they came with a pa... (6 pages)View decision -
Decision Reference DRN2630891
4 Jun 2020 Lloyds Bank PLC UpheldInvestment and pensionsMr W’s complaint is about the time taken to transfer his self-invested personal (SIPP) fromhis existing provider to a new SIPP provider and the delay in accessing his pension benefits,in particular his pension commencement lump sum (PCLS). Mr W’s SIPP held a commercial property which was s... (7 pages)View decision -
Decision Reference DRN-3399338
30 Mar 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3399338 The complaint Mr R has complained that STARTLINE MOTOR FINANCE LIMITED (‘Startline’) has recorded a default on his credit file and registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr R entered into a hire purchase agreement with Startline... (6 pages)View decision -
Decision Reference DRN-4685619
18 Mar 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4685619 The complaint Miss S has complained that RCI Financial Services Limited (“RCI”) wants to repossess the car that she acquired in December 2020 using a hire purchase agreement, even though she says there is an arrangement in place to repay arrears on the agreement. What happened ... (7 pages)View decision