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
-
Decision Reference DRN-5776259
5 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5776259 The complaint Mr B has complained, through his representatives, that The Prudential Assurance Company Limited (‘Prudential’) undertook insufficient due diligence when transferring his personal pension worth around £50,000 to a Qualifying Recognised Overseas Pension Scheme (‘... (9 pages)View decision -
Decision Reference DRN-5293145
2 Apr 2025 Independent Financial Advice Bureau Not upheldInvestmentsDRN-5293145 The complaint Mr F2, as executor, complains on behalf of the estate of Mr F1 and Mrs F about the Inheritance Tax (‘IHT’) advice they received from Independent Financial Advice Bureau (‘IFAB’) which resulted in an IHT liability which could’ve been avoided. In summary, he says... (8 pages)View decision -
Decision Reference DRN-2872631
14 Jun 2021 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-2872631 The complaint Mr H, as a director of G, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus (Cashplus) won’t refund him the money he lost when he fell victim to a scam. What happened What Mr H says Mr H says he was cold called by a ... (9 pages)View decision -
Decision Reference DRN-4317945
13 Aug 2024 XTB Limited Not upheldInvestmentsDRN-4317945 The complaint Mr H complained about XTB Limited. He said it shouldn’t have allowed him to open a contracts for difference (CFD) trading account as it was not appropriate for him. He said XTB were responsible for other unfair practices too. Mr H said XTB has made mistakes an... (8 pages)View decision -
Decision Reference DRN-5132208
8 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5132208 The complaint Mr W through professional representatives has complained about the transfer of his The Royal London Mutual Insurance Society Limited personal pension to a small self- administered scheme (“SSAS”) in July 2014. Mr W’s SSAS was subsequently used to invest in an o... (8 pages)View decision -
Decision Reference DRN-5687029
11 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5687029 The complaint Mr P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on his pension, and the frequency and quality of the advice associated with them. He also complained about the mismanagement of his funds re... (9 pages)View decision -
Decision Reference DRN-5772870
22 Aug 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5772870 The complaint Mr H complains Financial Administration Services Limited trading as Fidelity unreasonably prevented him cancelling a transfer to his Fidelity plan and return the funds to his previous pension provider which caused him a financial loss. What happened Mr H had a... (8 pages)View decision -
Decision Reference DRN-4997440
7 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4997440 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an employment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (9 pages)View decision -
Decision Reference DRN-3025999
20 May 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3025999 The complaint Mrs S complains that Marks & Spencer Financial Services plc refuses to refund payments she made to a binary options investment scammer. What happened Mrs S was contacted by a Senior Account Manager (‘Shaun’) from a company I’ll call ‘E’, who persuaded her to i... (10 pages)View decision -
Decision Reference DRN-4787516
18 Jun 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4787516 The complaint Mr J has complained about a transfer of his Aviva Life and Pensions UK Limited (Aviva) personal pension to a small self-administered scheme (SSAS) in September 2014. Mr J’s SSAS was subsequently used to invest in a fractional ownership of overseas hotel property w... (10 pages)View decision