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-5374672
12 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5374672 The complaint Mrs L has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mrs L’s SSAS was subsequently used to invest in commercial property overseas through The Resort Group (‘TRG’). The investm... (18 pages)View decision -
Decision Reference DRN-3818002
25 Nov 2022 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3818002 The Complaint Mr N says that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (‘BPF’) didn’t fairly or reasonably deal with claims under Sections 75 and 140A of the Consumer Credit Act 1974 (the ‘CCA’) in relation to the purchase of a holiday product ... (10 pages)View decision -
Decision Reference DRN-4330201
1 Sep 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4330201 The complaint Mr and Mrs G complain that Bank of Scotland plc (BoS) haven’t fully refunded them after they fell victim to an investment scam What happened The details of this complaint are well known to both parties. And so I’ve not included exhaustive detail of what happened h... (8 pages)View decision -
Decision Reference DRN2209364
14 Oct 2019 Close Brothers Limited UpheldBanking and creditMr S complains about the quality of a car financed by a conditional sale agreement from Close Brothers Limited. He says the faults with the car mean he should be able to cancel the finance agreement and return it, or, be given a refund of the money he’s spent on repairs.backgroundI set out... (9 pages)View decision -
Decision Reference DRN-5117039
6 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5117039 The complaint Ms L has complained about a transfer of her Aviva Life & Pensions UK Limited pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in February 2015. Ms L’s QROPS was subsequently used to invest in Dolphin Capital (which later became... (9 pages)View decision -
Decision Reference DRN-4853066
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4853066 The complaint Mrs S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of t... (9 pages)View decision -
Decision Reference DRN8585159
7 May 2021 Lloyds Bank PLC Not upheldBanking and creditMr Y complains that Lloyds Bank PLC are holding him liable for transactions made on a credit card account which he says was opened in his name without his knowledge or consent. background The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (8 pages)View decision -
Decision Reference DRN-5424418
28 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5424418 The complaint Miss S complains that Santander UK Plc hasn’t refunded all the money she lost when she sent funds to what she now considers to have been an investment scam. What happened On 13 March 2025, I issued my provisional decision on this complaint. I wanted to give bo... (9 pages)View decision -
Decision Reference DRN-4948103
5 Sep 2024 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-4948103 The complaint Mr M complains about administration fees charged by Dentons Pension Management Limited on his Self-Invested Personal Pension (SIPP). He says the fees charged are unfair and unjustified because his SIPP has effectively been frozen due to the liquidation of the W... (10 pages)View decision -
Decision Reference DRN-6004603
16 Dec 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-6004603 The complaint Miss B is unhappy with the car supplied under the hire purchase agreement with Lloyds Bank PLC (LB). When I refer to what Miss B and LB have said or have done, it should also be taken to include things said or done on their behalf. What happened At the end of... (8 pages)View decision