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 DRN4715243
7 Jul 2020 Wealthmasters Financial Management Ltd UpheldInvestment and pensionsMrs B complains, with the help of a representative, that she was mis-sold high risk investments by Wealthmasters Financial Management Ltd (WFM). This involved the switch of her existing personal pension provisions to a newly set up Self-Invested Personal Pension (SIPP) and the subsequent i... (27 pages)View decision -
Decision Reference DRN-3308108
19 Apr 2022 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-3308108 The complaint Mr R’s complaint is that Contractor Wealth, an appointed representative of Quilter Financial Services Ltd (Quilter), didn’t give him best advice, failed to provide information he’d requested and didn’t make him aware that one of his existing pensions was invested ... (22 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-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 -
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-4705071
25 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4705071 The complaint Mr J has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr J transferred his existing SIPP with another provider – Business G to an Options SIPP to invest in a property-based i... (28 pages)View decision -
Decision Reference DRN-3360786
10 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3360786 The complaint Mr E complains that Portal Financial Services LLP gave him unsuitable advice to go into income drawdown and to invest in high-risk investments. What happened I issued a provisional decision on 9 March 2022. I said I was intending to uphold the complaint but I had ... (9 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-5449994
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5449994 The complaint Mr G complains that Revolut Ltd (Revolut) 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 happened The background of this ... (4 pages)View decision -
Decision Reference DRN-2856948
4 Jun 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2856948 The complaint Mr H complains that Barclays Bank UK PLC won’t refund money he lost when he fell victim to a scam. What happened On 12 May 2021, I issued a provisional decision on Mr H’s complaint. In this, I explained why, based on what I had seen so far, I was intending to upho... (7 pages)View decision
