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 DRN0145800
31 Mar 2021 Shawbrook Bank Limited Not upheldBanking and creditComplaint Mr J and Miss P complain about the sale of a solar panel system. In summary, they say Shawbrook Bank Limited (“Shawbrook”), as the provider of a loan used to fund the installation of a solar panel system on Mr J and Miss P’s home, is responsible for misrepresentations they say we... (12 pages)View decision -
Decision Reference DRN-4648758
27 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4648758 The complaint Mrs W has a self-invested personal pension (SIPP) with Options UK Personal Pension LLP (formerly Carey Pension UK LLP) (“Options”). Mrs W’s complaint is that Options should not have allowed an investment that was made in her SIPP. What happened Mrs W is represent... (32 pages)View decision -
Decision Reference DRN-4887873
6 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4887873 Complaint Mr J is unhappy that Revolut Ltd didn’t refund him after he fell victim to a scam. Background One evening in May 2023, Mr J received a phone call from a withheld number. The caller told him that they worked for the Financial Conduct Authority (FCA). They told Mr J ... (8 pages)View decision -
Decision Reference DRN-4046165
29 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4046165 The complaint Mr C complains that Santander UK Plc didn’t do enough to protect him when he fell victim to a crypto investment scam. What happened In June 2021, Mr C came across an advert for a crypto investment broker (which I’ll refer to as the “broker”) on a social media pla... (6 pages)View decision -
Decision Reference DRN3505531
1 Jul 2020 Stuart Binns & Associates UpheldInvestment and pensionsThe late Mr E complained about the advice he was given by Stuart Binns & Associates in relation to his self-invested personal pension (SIPP). He said he was advised to invest a large part of his pension in a high risk and highly-geared commercial property portfolio. Prior to his death,... (29 pages)View decision -
Decision Reference DRN-3416078
15 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3416078 The complaint Mr M complains about advice he received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit occupational pension scheme (‘OPS’). Portal processed the transfer of Mr M’s OPS benefits on an ‘insistent client’ basis to a Self-Invested Perso... (12 pages)View decision -
Decision Reference DRN2087431
25 Sep 2019 Positive Solutions (Financial Services) Limited UpheldInvestment and pensionsMr W complains about a number of recommendations made to him by an advisor at Regent Wealth Management. The complaint I am considering here is about some pension switches, which he thinks were unnecessary, and some of the investments made in the pensions involved, which he thinks carried t... (13 pages)View decision -
Decision Reference DRN8845451
25 Apr 2019 Casheuronet UK LLC UpheldBanking and creditMs W has complained about a series of short term loans she took out with Casheuronet UK LLC (under its two trading names of Quick Quid and Pounds to Pocket). Ms W, together with her representatives, has said that these loans contributed to her ‘debt spiral’. She’s ... (30 pages)View decision -
Decision Reference DRN0798054
19 Aug 2013 Credit Suisse (UK) Limited UpheldInvestment and pensionsMr and Mrs B complain about the advice they were given by Credit Suisse (UK) Ltd (“the business”) to invest in the AIG Life Premier Access Bond (PAB) Enhanced Variable Rate Fund (the “Enhanced Fund”). They say that they were informed that this was a low risk alternative to an instant a... (11 pages)View decision -
Decision Reference DRN-4806407
20 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4806407 The complaint Mr M has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr M transferred his existing stakeholder pension plan to the SIPP to invest in a property-based investment scheme in Ca... (28 pages)View decision
