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-5715298
6 Aug 2025 Willson Grange Limited UpheldInvestmentsDRN-5715298 The complaint Mr T has complained about the investment advice he received from Willson Grange Limited (‘WG’). His complaint details the administration, lack of monitoring of his investment and management of the account, failure to take client instruction, misleading report o... (19 pages)View decision -
Decision Reference DRN-3547567
16 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3547567 The complaint Mr S said Everyday Lending Limited (trading as Everyday Loans) lent to him irresponsibly. What happened Mr S took out a loan with Everyday Loans as follows: Date taken Amount Term Monthly repayment Total amount repayable Loan status 14/9/2021 £2,000 24 months £154... (7 pages)View decision -
Decision Reference DRN-4937518
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937518 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to the parties and has been previously set out by the investigator. So,... (10 pages)View decision -
Decision Reference DRN1618410
7 May 2015 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr W and Ms H complain about the handling of a home insurance claim by Royal & Sun Alliance Insurance Plc (“RSA”). backgroundThe background to this decision is set out in my provisional decision dated 27 March 2015, a copy of which is attached and forms part o... (6 pages)View decision -
Decision Reference DRN-5374242
11 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5374242 The complaint Mr S complains that CA AUTO FINANCE UK LTD was irresponsible in its lending to him. What happened Mr S acquired a car through a Personal Contract Purchase Agreement with CA Auto Finance in August 2023. The agreement term was 36 months and Mr S was required to r... (5 pages)View decision -
Decision Reference DRN-5181528
30 Nov 2024 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5181528 The complaint London & Colonial Services Limited recently changed its name to Pathlines Pensions UK Limited, for ease of reference I'll simply be referring to the business as ‘L&C’ throughout this decision. Mr M complains about the due diligence L&C underto... (48 pages)View decision -
Decision Reference DRN3127441
13 Apr 2018 J. Edward Sellars & Partners Limited UpheldInvestment and pensionsMrs R complains that J. Edward Sellars & Partners Limited (JES) didn’t manage her investment portfolio in line with her attitude to risk.backgroundMrs R moved her investment portfolio to JES at the end of 2013. Part of the portfolio (approximately £83,000) was to... (7 pages)View decision -
Decision Reference DRN0886103
9 Mar 2017 Thornton & Baines Independent Financial Advisers Limited Not upheldInvestment and pensionsMs G complains, on behalf of Miss B, that Thornton & Baines Independent Financial Advisers Limited wrongly advised her to cash-in existing investments and reinvest the money in a new bond inside a discounted gift trust (DGT). She has now lost access to this mon... (9 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-4326581
10 Jan 2024 Clydesdale Financial Services Limited UpheldConsumer Credit1 Summary 1.This complaint is about the commission Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) paid to a credit broker (the “Broker”) when Miss L took out a conditional-sale agreement to buy a car in November 2018. 2.Miss L complains that Bar... (70 pages)View decision
