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 4014 results
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Decision Reference DRN3289697
29 Sep 2014 Towry Limited UpheldInvestment and pensionsMr and Mrs C, represented by a third party, complain about the advice they received from Towry Limited to invest in the Towry Law Wealth Management Strategic Mixed Risk Portfolio. In summary, they are concerned that the investment did not match their attitude to risk.backgroundI issued... (8 pages)View decision -
Decision Reference DRN-3748751
14 Nov 2022 Lloyds Bank PLC UpheldInvestmentsDRN-3748751 The complaint Mr and Mrs K complain about advice they received from Lloyds Bank PLC (Lloyds) to invest £70,000 into ISAs and a joint Unit Trust in 2000 . They also complain about advice they received to invest £12,000 into a guaranteed stock market bond (GSMB) in 2001. What hap... (10 pages)View decision -
Decision Reference DRN-5449941
29 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5449941 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5385857
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5385857 The complaint Mrs K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5371889
19 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5371889 THE COMPLAINT Mrs N complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs N is represented by Mendelsons Limited in this matter. However, where appropriate, I will refer to Mrs N solely in this decision fo... (4 pages)View decision -
Decision Reference DRN-3886319
6 Jan 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3886319 The complaint I set out the background to this complaint in my earlier provisional decision, for clarity, I repeat it here. Mr E complains that Lighthouse Advisory Services Limited (Lighthouse) recommended he switch his personal pension plan with Prudential and his Section 32 (... (9 pages)View decision -
Decision Reference DRN-4723913
5 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4723913 The complaint Mr P complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (28 pages)View decision -
Decision Reference DRN8269813
24 Sep 2020 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs B complain about overdraft fees on their joint account with National Westminster Bank Plc.background Mrs B had a sole current account with NatWest. This later became a joint account when Mr B was added to the account. They have since split up, but as this complaint relates to a ... (4 pages)View decision -
Decision Reference DRN2360023
25 Jun 2013 Sanlam Life & Pensions UK Limited UpheldInvestment and pensionsMr A’s complaint relates to the investment advice he received from Sanlam Life & Pensions UK Limited. Mr A was advised to invest a lump sum of £50,000 into its Income Programme (‘the Programme’) and make regular withdrawals. Through his representative, he complains that this recomme... (4 pages)View decision -
Decision Reference DRN-3589650
18 Dec 2023 Telford Mann Limited UpheldInvestmentsDRN-3589650 The complaint The estate of the late Mr R complains Telford Mann Limited (“Telford”) gave unsuitable advice when it recommended Mr R invest in an Enterprise Investment Scheme (“the EIS”). What happened According to Telford’s final response letter, Mr R first consulted its advis... (9 pages)View decision
