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-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 -
Decision Reference DRN-2593199
2 Mar 2021 HSBC UK Bank Plc UpheldInvestmentsDRN-2593199 The complaint Mr and Mrs M complain about HSBC UK Bank plc’s advice (HSBC) to invest in a capital- guaranteed bond in 2005. What happened The plan started on 15 December 2005 where £42,000 was invested. The Capital Guaranteed Account was essentially two parts, the income part (... (5 pages)View decision -
Decision Reference DRN-3042929
30 Sep 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3042929 The complaint Mr W is seeking to recover approximately £59,000 from Barclays Bank Plc (“Barclays”), which was stolen from his current account as a result of a third-party scam. What happened I issued a provisional decision in June 2021 to explain why I thought Mr M’s complaint ... (6 pages)View decision -
Decision Reference DRN-5157712
22 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5157712 The complaint Mr P has complained that J. P. Morgan Europe Limited (trading as “Chase”) failed to protect him from falling victim to an investment scam and hasn’t refunded all of the money he lost. What happened The background of this complaint is already known to both part... (7 pages)View decision -
Decision Reference DRN3124262
15 Feb 2021 Lighthouse Advisory Services Limited UpheldInvestment and pensionsMrs C complains, with the help of her solicitors and through her attorney Mrs B, that Lighthouse Advisory Services Limited (previously Temple Financial Planning Limited) gave her unsuitable advice to take out an Equity Release Mortgage (ERM) and invest in a Discounted Gift Trust (DGT). bac... (13 pages)View decision -
Decision Reference DRN-5679566
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5679566 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In or around 2018/19, Mr D received an unsolic... (7 pages)View decision -
Decision Reference DRN-4842872
10 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4842872 The complaint Ms H complains that London & Colonial Services Limited (‘L&C’) failed to carry out sufficient due diligence before accepting her Self-Invested Personal Pension (‘SIPP’) and investment applications, causing her a loss. For simplicity, I refer to Ms H throug... (34 pages)View decision -
Decision Reference DRN-4710635
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4710635 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 three existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Ve... (27 pages)View decision -
Decision Reference DRN-4296921
4 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4296921 The complaint Dr H complains that HSBC UK Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam company, 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 ... (5 pages)View decision -
Decision Reference DRN4611288
28 Jun 2018 Independent Portfolio Managers Ltd UpheldInvestment and pensionsMiss C invested in Secured Energy Bonds. The bonds were issued by Secured Energy Bonds plc (‘SEB’) and it has now gone into administration. Miss C says she made the investment on the basis of the Invitation Document approved by Independent Portfolio Managers Ltd (‘IP... (22 pages)View decision
