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 4032 results
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Decision Reference DRN-4752513
19 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4752513 The complaint Mr T has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr T transferred his existing personal pensions with Business Z to the SIPP to invest in a property-based investment sch... (26 pages)View decision -
Decision Reference DRN-6004016
8 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-6004016 The complaint Mr S is unhappy Loans 2 Go Limited trading as Loans 2 Go provided him with three loans that were unaffordable. He was represented in his complaint until July 2025. For ease, I’ve written as if we’ve dealt with him directly throughout. What happened Loans 2 Go... (5 pages)View decision -
Decision Reference DRN-4519615
18 Dec 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-4519615 The complaint Mr G has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mr G transferred monies from existing personal pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t perform... (49 pages)View decision -
Decision Reference DRN-2644399
13 Apr 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2644399 complaint Mr S is unhappy because HSBC UK Bank Plc did not reimburse the money he transferred to a fraudster. background Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Mr S has engaged the services of an independent f... (5 pages)View decision -
Decision Reference DRN-5601663
13 Jun 2025 Oakbrook Finance Limited UpheldBanking and PaymentsThe complaint Mr R, who is represented by a third party, complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in providing him with five loans. What happened Mr R was provided with five fixed sum loan agreements between September 2020 and Mar... (5 pages)View decision -
Decision Reference DRN7382819
20 Dec 2013 HFM Columbus Partners LLP UpheldInvestment and pensionssummary complaintThis complaint has been brought by a firm of solicitors on behalf of the trustees. It concerns the advice they received from HFM Columbus Partners LLP (the IFA) to invest the trust monies in a Keydata investment. The trustees believe the recommended Keydata investment w... (14 pages)View decision -
Decision Reference DRN-3423213
23 Mar 2023 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3423213 The complaint Mr A complains that London & Colonial Services Limited shouldn’t have accepted his application for a Self-Invested Personal Pension (‘SIPP’) from The Alliance Partnership s.r.o. Mr A complains that The Alliance Partnership s.r.o. was an unregulated introducer ... (29 pages)View decision -
Decision Reference DRN-5620267
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5620267 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (17 pages)View decision -
Decision Reference DRN-3546052
9 Sep 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3546052 The complaint Ms Z complains that Revolut Ltd didn’t do enough to protect her when she was the victim of a cryptocurrency investment scam. Ms Z lost her life savings of £50,200. She wants her money back. Ms Z is being supported by a representative, but for ease, I’ll refer to M... (6 pages)View decision -
Decision Reference DRN-5114180
30 Oct 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-5114180 The complaint Mr E complains that Embark Services Limited (‘Embark’) – previously Hornbuckle Mitchell Group plc (‘Hornbuckle’), and I’ll largely refer to Hornbuckle throughout for ease) failed to carry out sufficient due diligence into the introducer before accepting busines... (37 pages)View decision
