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-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-4227490
20 Jul 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4227490 The complaint Mr D complained that Financial Administration Services Limited trading as Fidelity International (‘Fidelity’): failed to follow his instructions to invest £19,000 into an ISA, split between four funds and wrongly charged him fees when the money was in a cash acc... (7 pages)View decision -
Decision Reference DRN-2588244
15 Feb 2021 Novaloans Ltd UpheldConsumer CreditDRN-2588244 The complaint Mr Z complains that Novaloans Limited, trading as Cash4UNow, (“NL”), wrongly applied a default to his credit file. It hadn’t given him prior notice and it then took eight months for the notice to be removed. As a result of the default, he has suffered loss and is ... (6 pages)View decision -
Decision Reference DRN-3376935
22 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3376935 The complaint Mr O complains about esure Insurance Limited’s handling of a claim under his car insurance policy. What happened Mr O’s car was damaged by a third party. He made a claim to esure and was provided with a hire car. esure decided Mr O’s car was a write-off and confir... (6 pages)View decision -
Decision Reference DRN8443776
3 Jun 2019 Public Loss Adjusting Group Ltd Not upheldInsurance (excluding PPI)Ms E and Mr N complain about the way that Public Loss Adjusting Group Ltd (PLA) dealt with the management of their insurance claim for fire damage to their home.backgroundIn October 2016 Ms E and Mr N unfortunately had a fire at their home while they were away. W... (7 pages)View decision -
Decision Reference DRN-3764942
27 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3764942 The complaint Mr S is unhappy that Lloyds Bank PLC won’t refund money he lost as a result of a scam. What happened Mr S was searching for an investment opportunity online. He says that he left his details on the website of a well-known price comparison company and subsequently ... (6 pages)View decision -
Decision Reference DRN8144103
14 Dec 2016 Clydesdale Financial Services Limited UpheldBanking and creditMr Z complains that a car he acquired through a conditional sale agreement financed by Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) was of unsatisfactory quality.Mr Z was represented by his partner in bringing this complaint. Although ... (7 pages)View decision -
Decision Reference DRN-4617828
13 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4617828 The complaint Miss G has complained that Red Sands Insurance Company (Europe) Limited unreasonably refused to pay her claim under her pet policy for her dog. She’s also complained about how her complaint was handled plus the imposition of an exclusion on her policy. What happen... (7 pages)View decision -
Decision Reference DRN-5804524
8 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5804524 The complaint Mr E complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited. What happened Around October 2023 Mr E acquired a used car under a hire purchase agreement with Motonovo. The car is listed with a cash price of £16,345 ... (7 pages)View decision