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-4499097
13 Dec 2023 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4499097 The complaint Mrs B complains about the advice given by Quilter Financial Services Ltd to transfer the benefits from her two defined-benefit (‘DB’) occupational pension schemes to a personal pension and take out a fixed term annuity. She says the advice was unsuitable for her a... (6 pages)View decision -
Decision Reference DRN-5323362
20 Feb 2025 The Welfare Dwellings Trust Limited Not upheldMortgagesDRN-5323362 The complaint Ms M complains, on behalf of the estate of her late father Mr R, that The Welfare Dwellings Trust Limited (WDT) is not acting fairly in seeking to recover the amount of a home reversion plan by requiring the sale of the late Mr R’s property. Ms M also complains... (6 pages)View decision -
Decision Reference DRN-5365862
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5365862 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund money he says he lost to an investment scam. What happened In 2017, Mr C invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In September 2020, he made a furth... (7 pages)View decision -
Decision Reference DRN-5909012
28 Oct 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5909012 The complaint Mr D has complained about the quality of a motorbike provided on finance by First Response Finance Limited (“FRFL”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. FRFL supplied Mr D with a used motorbike on a hir... (7 pages)View decision -
Decision Reference DRN-5973574
4 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5973574 The complaint Mr G complains Capital One (Europe) plc treated him unfairly in relation to a credit card application he made. He says because of this, he’s lost out financially and been put to a lot of trouble and upset. What happened I issued a provisional decision on this c... (7 pages)View decision -
Decision Reference DRN-3234754
10 Feb 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3234754 The complaint Mr B complains that Admiral Insurance Company Limited avoided his car insurance policy (treated it like it never existed). What happened Mr B took out a car insurance policy with Admiral Insurance Company online in August 2020. Mr B made a claim for windscreen dam... (7 pages)View decision -
Decision Reference DRN-3423734
9 Sep 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3423734 The complaint Mr F complains that PSFM SIPP Limited (PSFM) failed to carry out sufficient checks when accepting his application for a Self-Invested Personal Pension (SIPP) and allowing his investment in a high-risk illiquid investment. And that he has suffered loss as a result.... (24 pages)View decision -
Decision Reference DRN-2245529
16 Oct 2020 Global Markets Group Limited UpheldInvestmentsDRN-2245529 The complaint Mr O says Global Markets Group Limited (‘GMG’) is responsible for financial losses incurred in his trading account (the ‘account’). He claims compensation for financial loss (including commission payments) and for the trouble and upset the matter has caused him. G... (7 pages)View decision -
Decision Reference DRN-5107414
3 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5107414 The complaint Ms P complains that Bank of Scotland plc (“BoS”) won’t refund the money she lost when she fell victim to a scam. What happened Ms P invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in August 2020. Ms P’s understanding of the investment w... (7 pages)View decision -
Decision Reference DRN-3328760
27 Aug 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3328760 The complaint Mr T has complained about a transfer of his Scottish Equitable Plc trading as AEGON personal pension to a multi-member occupational pension scheme in December 2014. Mr T’s pension fund was subsequently used to invest in Dolphin Capital and AIGO UK Residential P... (7 pages)View decision