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-5298949
21 Feb 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5298949 The complaint Miss B complains about problems encountered with her mortgage lender, OneSavings Bank Plc trading as Kent Reliance. When it wouldn’t allow her to transfer the joint mortgage into sole names she repaid it – but she says Kent Reliance gave her solicitor an incorr... (8 pages)View decision -
Decision Reference DRN-5135747
29 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5135747 The complaint Mr F has complained, through his representative, that The Prudential Assurance Company Limited (Prudential) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in July 2016. Mr F... (9 pages)View decision -
Decision Reference DRN-5895509
23 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5895509 The complaint Mrs S’s representative has complained, on her behalf, that Aviva Life & Pensions UK Limited caused delays in processing a request to transfer her pension benefits and that this caused a consequent delay in her receiving a lump sum. What happened Mrs S tried... (10 pages)View decision -
Decision Reference DRN-4955991
21 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4955991 The complaint Mr K has complained about a transfer of his personal pension with The Prudential Assurance Company Limited to a small self-administered scheme (“SSAS”) in 2016. Mr K’s SSAS was subsequently used to invest in overseas hotel property with The Resort Group (TRG). ... (9 pages)View decision -
Decision Reference DRN-4679160
15 Mar 2024 Lloyd & Whyte Ltd UpheldInsuranceDRN-4679160 The complaint Ms B complains that Lloyd & Whyte Ltd gave inappropriate advice when arranging a medical indemnity insurance policy. What happened Ms B, a dentist, approached Lloyd & Whyte in 2020 in order to arrange a medical indemnity insurance policy. She’d previously ... (8 pages)View decision -
Decision Reference DRN-5120770
21 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5120770 The complaint Mr A is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel investment scam. He says he saw an advert on social media for a compan... (9 pages)View decision -
Decision Reference DRN-3957234
8 Mar 2023 Fortrade Limited UpheldInvestmentsDRN-3957234 The complaint Mr G complains about Fortrade Limited’s decision to allow him to trade Contracts for Differences (CFDs). What happened In March 2020 Mr G opened an account with Fortrade. Before allowing Mr G to trade CFDs, Fortrade needed to satisfy itself that Mr G had the neces... (9 pages)View decision -
Decision Reference DRN-4189777
15 Jun 2023 ITI Capital Limited UpheldInvestmentsDRN-4189777 The complaint Mr N has complained about the delays he experienced when trying to close his two accounts he held with ITI Capital Limited (‘ITI’). Mr N has said that as a result of the delays, he has suffered a loss of around £7,000 and wants this returned to him. What happened ... (8 pages)View decision -
Decision Reference DRN-4845774
13 Mar 2025 True Potential Wealth Management LLP Not upheldPensions and AnnuitiesDRN-4845774 The complaint Mrs M complains that True Potential Wealth Management LLP (True Potential) misrepresented and mis-sold its products to her when she switched to its platform following its takeover of her previous adviser’s business. She also complains about the level of service... (8 pages)View decision -
Decision Reference DRN8916949
7 Jul 2020 Suffolk Life Pensions Limited Not upheldInvestment and pensionsMs K is unhappy with how Suffolk Life Pensions Limited implemented a Pension Sharing Order (PSO) during 2016 and 2017. She considers that for much of the time Suffolk Life lacked the capability to deal with the PSO resulting in numerous mistakes on its part and, therefore, frustration, del... (8 pages)View decision