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 4028 results
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Decision Reference DRN1677410
18 Nov 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMrs W has complained about advice from Kingswood Financial Advisors in 2010 to transfer her pension to a Self-Invested Personal Pension (“SIPP”). She says the adviser was negligent as he didn’t think about whether the planned Harlequin investment was suitable.backgroundI... (7 pages)View decision -
Decision Reference DRN-5413254
1 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5413254 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened My initial conclusion... (12 pages)View decision -
Decision Reference DRN-3752106
15 Nov 2022 Barclays Bank UK PLC Not upheldMortgagesDRN-3752106 The complaint This complaint’s about an interest-only mortgage that Ms C and Mr C hold jointly with Barclays Bank (UK) PLC. It was due for repayment in May 2022, and Barclays has turned down their request for a term extension. Ms C and Mr C thinks that’s unfair and a breach of ... (4 pages)View decision -
Decision Reference DRN3114587
3 Oct 2018 Santander UK Plc UpheldBanking and creditMr and Mrs C are unhappy with the way Santander UK Plc handled their application to transfer their mortgage to a new property.background Mr and Mrs C held a mortgage with Santander. It was made up of three parts: An interest only element, charged interest at a f... (6 pages)View decision -
Decision Reference DRN-4061193
31 Mar 2023 London & Colonial Services Limited UpheldInvestmentsPage 1 of 32The complaint Mrs C says that she received unsuitable advice to transfer from her defined benefit scheme (‘DBS’) into a London & Colonial Services Limited (‘L&C’) Self-Invested Personal Pension (‘SIPP’). Mrs C complains that L&C didn’t carry out sufficient checks, a... (32 pages)View decision -
Decision Reference DRN-5120886
18 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5120886 The complaint Mr P has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to a small self-administered scheme (SSAS) in June 2014. Mr P’s SSAS was subsequently used to invest in loan notes with Dolphin Capital and High Street Boutique, and ove... (14 pages)View decision -
Decision Reference DRN-5359715
27 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5359715 The complaint Mr O argues that Moneybarn No. 1 Limited trading as Moneybarn lent irresponsibly to him when it agreed a conditional sale agreement to purchase a van. What happened In May 2022 Moneybarn agreed a conditional sale agreement of £14,430. The consumer paid an addit... (4 pages)View decision -
Decision Reference DRN4073105
3 Jun 2016 Central Markets (London) Limited UpheldInvestment and pensionsMr D complains that the advice Central Markets (London) Limited gave him to invest in Contracts for Difference (CFDs) was unsuitable. He says that the risk of CFD trading was misrepresented, the commissions it charged weren’t explained, and trades were carried out solely ... (5 pages)View decision -
Decision Reference DRN3424920
22 Feb 2021 Portal Financial Services LLP UpheldInvestment and pensionsMr F has complained about the advice he received from Portal Financial Services LLP to transfer his retirement annuity contract (RAC) to a self-invested personal pension (SIPP). He says that he wasn’t made aware that he could’ve taken the full value of his fund as a lump sum and he believe... (12 pages)View decision -
Decision Reference DRN-4818383
17 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4818383 The complaint Mr R is unhappy Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary Mr R fe... (7 pages)View decision
