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-5854997
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5854997 The complaint Mr C complains Barclays Bank UK Plc won’t refund the money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this comp... (8 pages)View decision -
Decision Reference DRN-4086231
3 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4086231 The complaint Mr M complains that the car he acquired through a hire purchase agreement with RCI Financial Services Limited wasn't of satisfactory quality. What happened Mr M acquired a new car through a hire purchase agreement with RCI in October 2018. Over the course of ... (7 pages)View decision -
Decision Reference DRN-5257850
16 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5257850 The complaint Mr R has complained about a transfer of his ReAssure Limited personal pension to a small self-administered scheme (SSAS) in March 2014. Mr R’s SSAS was subsequently used to invest in Store First Limited, which offered storage pods on industrial sites. The inves... (13 pages)View decision -
Decision Reference DRN-5050619
29 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5050619 The complaint Mr E has complained about a transfer of his personal pension policies with The Royal London Mutual Insurance Society Limited (Royal London) to a small self-administered scheme (SSAS) in July 2014. Mr E’s SSAS was subsequently used to invest in The Resort Group ... (14 pages)View decision -
Decision Reference DRN-4838876
17 Jun 2024 Equity For Growth (Securities) Limited UpheldInvestmentsDRN-4838876 The complaint Mrs S complains that she was mis-sold two investments by Equity for Growth (Securities) Limited (EforG). She says she has suffered a financial loss and wants her money returned. What happened In August 2018, Mrs S invested £10,000 into MIX Ltd loan notes. The loa... (17 pages)View decision -
Decision Reference DRN-4331717
20 Sep 2023 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-4331717 The complaint Mr H complains that James Hay Administration Company Limited trading as James Hay Partnership (JHAC) provided poor service to him and delayed the transfer of his pension to another provider. He suffered financial loss as a result. What happened Mr H was a member o... (16 pages)View decision -
Decision Reference DRN-3783371
2 Nov 2022 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-3783371 The complaint Mr P complains that Interactive Investor Services Limited (IISL) caused a delay in making a tax-free cash payment from his self-invested personal pension (SIPP) from November 2020 to January 2021, and this prevented him from investing the tax-free cash outside his... (7 pages)View decision -
Decision Reference DRN-4443091
7 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443091 The complaint Miss S complains that National Westminster Bank Plc provided her with poor customer service, which resulted in her being without access to her funds for two weeks. What happened Miss S says that she upgraded her mobile phone on 5 February 2023, and because of this... (6 pages)View decision -
Decision Reference DRN-6003652
8 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6003652 The complaint Mr H complains Lloyds Bank PLC (Lloyds) unfairly closed his account and registered a default on his credit file. Mr H also complains he was unable to access his account online due to a security error and is unhappy with the service he received from Lloyds. To... (7 pages)View decision -
Decision Reference DRN-3770390
24 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3770390 The complaint Mr K complained to Volkswagen Financial Services (UK) Limited (“VWFS”) that it didn’t treat him fairly when it terminated his hire purchase agreement. What happened VWFS entered into a hire purchase agreement with Mr K in March 2020. The total amount owing under t... (8 pages)View decision