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 DRN5697710
11 Aug 2020 Park Hall Financial Services Limited UpheldInvestment and pensions1 complaintMr C complains about the advice he was given to transfer his pension to a SIPP by Park HallFinancial Services Limited (PHFS) in 2009. He says this was to facilitate an investment in a‘non-standard’ overseas property investment (Harlequin). He says that PHFS did not advise him of... (28 pages)View decision -
Decision Reference DRN-4520306
19 Dec 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-4520306 The complaint Mr C has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mr C transferred monies from existing pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t performed as wel... (50 pages)View decision -
Decision Reference DRN-3489145
14 Jun 2022 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-3489145 The complaint Mr L says that Insight Financial Associates Limited gave him unsuitable advice to transfer his personal pension into a family pension trust (FPT). What happened Mr L met Insight a couple of times during October 2011, initially to discuss a group personal pension p... (11 pages)View decision -
Decision Reference DRN-5952923
14 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5952923 The complaint A limited company, which I’ll refer to as ‘W’, complaints that the actions of HSBC UK Bank Plc caused it to lose out on account interest it should reasonably have received. W’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms R’.... (3 pages)View decision -
Decision Reference DRN-1044594
4 May 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1044594The complaintMr S and Mrs K are unhappy with the compensation Santander UK plc (“Santander”) offered them for a £5,000 cash deposit they say went missing. They’ve raised a number of concerns about how Santander handled the matter. What happenedMr S and Mrs K went to a branch of ... (3 pages)View decision -
Decision Reference DRN-3521103
22 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3521103 The complaint Mr B and Mr S, respectively the Treasurer and Secretary of a micro-enterprise I’ll call “C”, complain on behalf of C that changes to TSB Bank Plc’s internet banking system made it inaccessible to Executive members of C who needed to use it as part of their role. M... (13 pages)View decision -
Decision Reference DRN-5286636
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286636 The complaint Mr and Mrs C complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened Sometime around August 2022, a family member told Mr and Mrs C about an opportunity the... (7 pages)View decision -
Decision Reference DRN-4227274
7 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4227274 The complaint A partnership which I’ll call H complains that National Westminster Bank Plc (NatWest)’s systems prevented them applying for the ‘Pay As You Grow’ options under the Bounce Back Loan Scheme. H also complains that the bank closed their account without reason and too... (6 pages)View decision -
Decision Reference DRN-5396626
28 Mar 2025 Pepperstone Limited Not upheldInvestmentsDRN-5396626 The complaint Mr M has complained that Pepperstone Limited (‘Pepperstone’) encouraged him to ‘opt-up’ from retail to an elective professional client (‘EPC’) status for his spreadbetting account. He says he wasn’t suitable for such an account and the information he provided a... (19 pages)View decision -
Decision Reference DRN-5002984
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002984 The complaint Mrs H complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (7 pages)View decision
