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 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-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 -
Decision Reference DRN-3890216
9 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3890216 The complaint Mr B complained about the suitability of the advice he received from Portal Financial Services LLP to transfer his two personal pension plans (PPPs) into a self-invested personal pension (SIPP). At the time Portal gave its advice it was operating under a different... (10 pages)View decision -
Decision Reference DRN-3423176
2 Sep 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3423176 The complaint Miss Q complains that London & Colonial Services Limited (‘L&C’) shouldn’t have accepted her application for a Self-Invested Personal Pension (‘SIPP’) from The Alliance Partnership s.r.o. (‘TAP’). Miss Q complains that TAP was unregulated and that insuffic... (28 pages)View decision -
Decision Reference DRN-5635003
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635003 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (11 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 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-3321276
24 Feb 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3321276 The complaint Mrs G complains that Creation Consumer Finance Limited (CCF) treated her unfairly when it added interest to a fixed sum loan and provided poor service after she complained, causing additional distress and inconvenience. What happened In October 2019 Mrs G purchase... (5 pages)View decision -
Decision Reference DRN-4315950
13 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4315950 Complaint Mr C is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to an investment scam. Background In 2021, Mr C decided to invest his money in cryptocurrency. A trusted friend told him that he’d earned generous returns by using the services of a partic... (7 pages)View decision -
Decision Reference DRN-4958839
4 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4958839 The complaint Mr T complains that Barclay Bank UK PLC did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurr... (5 pages)View decision
