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 3981 results
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Decision Reference DRN6276498
4 Oct 2013 The Prudential Assurance Company Limited UpheldInvestment and pensionsMrs A has complained that advice she received from The Prudential Assurance Company Limited (“the business”) in 2000 to invest in the Balance Trust fund of an Individual Savings Account (ISA) was unsuitable for her. She is represented in her complaint by a third party adviser.Specifica... (5 pages)View decision -
Decision Reference DRN5678854
19 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr P complains about a re-mortgage he took out in 2006 with Barclays Bank Plc (“Barclays”) trading as the Woolwich. He believes the mortgage was unsuitable as it was unaffordable for him. He complains too about how Barclays handled the arrears on his account.backgrou... (7 pages)View decision -
Decision Reference DRN1698171
9 Nov 2017 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMrs S has complained about the advice she received from Sussex Independent Financial Advisers Limited (‘Sussex’) in 2009. This was to transfer her existing pension plan to a Self Invested Personal Pension (‘SIPP’) with Firm G. The SIPP was set up to allow Mrs S to inv... (7 pages)View decision -
Decision Reference DRN-4879672
5 Jul 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4879672 The complaint Mr and Mrs O complained to First Holiday Finance Ltd (FHF) about the sale of a timeshare it had financed and say that FHF acted unfairly and unreasonably as a result. What happened On 19 August 2016 (‘the Time of Sale’) Mr and Mrs O bought a timeshare membership f... (6 pages)View decision -
Decision Reference DRN-4903987
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4903987 The complaint Mr M complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like Revolut to refund him the money he has lost as a result. What happened Mr M unfortunately fell victim to a cryptocurrency... (9 pages)View decision -
Decision Reference DRN-2423748
11 Dec 2020 Specialist Motor Finance Limited UpheldConsumer CreditDRN-2423748 The complaint Mr C has complained that Specialist Motor Finance Limited (“SMF”) was irresponsible when it agreed car finance for him on 23 June 2015. Mr C has brought his complaint to this Service through a representative but, for simplicity, I will refer to him throughout. Wha... (6 pages)View decision -
Decision Reference DRN2484748
30 May 2017 The Royal Bank of Scotland Plc UpheldInvestment and pensionsMr W complains that The Royal Bank of Scotland plc (RBS) gave him unsuitable investment advice. As a result of this advice, Mr W says he has lost out financially.backgroundI issued my provisional decision on this complaint on 21 March 2017, a copy of which is attached to ... (11 pages)View decision -
Decision Reference DRN-3759052
18 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3759052 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) have failed to refund over £43,000 he lost as part of an investment scam. What happened The details of this complaint are well known to both parties so I will not repeat everything again here. In summary, Mr B lost ove... (5 pages)View decision -
Decision Reference DRN0120069
17 Aug 2020 FirstRand Bank Limited UpheldBanking and creditComplaintMr T, who is represented by his wife, Mrs T, complains that FirstRand Bank Limited refused to pay for repairs to a faulty car.BackgroundIn June 2018 Mr T acquired a second had car costing £19.990 funded by a deposit of £1,250 and the balance by a hire purchase agreement. It was so... (3 pages)View decision -
Decision Reference DRN-4326883
1 Sep 2023 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4326883 The complaint Mrs H and Mr H complain in relation to windows they purchased that were financed with a fixed sum loan agreement with Shawbrook Bank Limited. They are represented in this complaint by a third party, but for ease of reference I’ll refer to submissions made by the t... (7 pages)View decision
