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-4569686
9 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4569686 The complaint Mr and Mrs W complain about HDI Global Specialty SE’s handling of their buildings insurance claim. Any reference to HDI includes the actions of its agents. What happened Mr and Mrs W hold buildings insurance cover with HDI. In January 2023, they discovered an esca... (3 pages)View decision -
Decision Reference DRN-3416086
4 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3416086 The complaint Mr C complains that Portal Financial Services LLP (Portal) gave him unsuitable advice to transfer two of his Personal Pensions (PP) to a Self-Invested Personal Pension (SIPP). Mr C is being represented by a third party, but for ease I’ll refer to all representatio... (6 pages)View decision -
Decision Reference DRN-4289361
15 Nov 2023 Lyon & Co LLP UpheldPensions and AnnuitiesDRN-4289361 The complaint Mrs T complained on behalf of her husband that the advice given to Mr T by Lyon & Co LLP (Lyon) to transfer his pension plans to a new arrangement in 2011 and then again in 2015, had been unsuitable. She also complained that vulnerable customer procedures were... (18 pages)View decision -
Decision Reference DRN-4617614
12 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4617614 The complaint Mr and Mrs R’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 ... (18 pages)View decision -
Decision Reference DRN6986048
9 Nov 2020 Scottish Widows Limited UpheldInvestment and pensionsMrs S, who acts for herself and also her two sons, Mr F1 and Mr F2, is unhappy that her late husband (Mr F)’s pension death benefits from Scottish Widows Limited were split between Mr F1, Mr F2 and Mr F’s cohabiting partner Ms T – but no payment was made to her as his estranged wife. Whils... (15 pages)View decision -
Decision Reference DRN7770418
29 Jun 2021 Westerby Trustee Services Limited UpheldInvestment and pensionsComplaint Mr W complains that Westerby Trustee Services Limited (“Westerby”) allowed his Self- Invested Personal Pension (“SIPP”) to be invested in unregulated high-risk investments. He thinks Westerby should not have allowed this to happen. Background Westerby has been represented by two ... (41 pages)View decision -
Decision Reference DRN-3215695
29 Dec 2021 National Savings and Investments Not upheldBanking and PaymentsDRN-3215695 The complaint Ms H complains of poor customer service from National Savings and Investments. Ms H is represented by her niece in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Ms H herself. What happened... (6 pages)View decision -
Decision Reference DRN-4339606
7 Sep 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4339606 The complaint Miss H complains that MotoNovo Finance Limited trading as MotoNovo Finance was irresponsible to have agreed car finance for her in 2017. What happened MotoNovo entered into a hire purchase agreement for a car with Miss H in September 2017. The price of the car was... (5 pages)View decision -
Decision Reference DRN-3638754
9 Aug 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3638754 The complaint Mr B complains that Westerby Trustee Services Limited (“Westerby”) should’ve done more due diligence before accepting the investments he made in his Self-Invested Personal Pension (“SIPP”). What happened Westerby’s been represented by two law firms for periods of ... (43 pages)View decision -
Decision Reference DRN-5608604
9 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5608604 The complaint Mr and Mrs B’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 ... (21 pages)View decision
