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-3368941
29 Mar 2022 Chantler Kent Investments UpheldPensions and AnnuitiesDRN-3368941 The complaint In summary, Mr K has complained about the advice he received from Chantler Kent Investments (CKI) in 2012, when it advised him to transfer some of his pensions into a self- invested personal pension (SIPP). Mr K thinks that as a result of poor initial advice and n... (17 pages)View decision -
Decision Reference DRN5448159
16 Oct 2017 Citibank Europe plc Not upheldBanking and creditMr T complains that Citibank Europe plc, having closed his foreign currency account, will not allow him to withdraw the balance in cash.backgroundIn May 2017, Citibank informed Mr T that it would close his account in July 2017. There is no dispute the bank was acting... (2 pages)View decision -
Decision Reference DRN-3430208
24 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3430208 The complaint Mr W complains about the way Santander Consumer (UK) Plc (Santander) and their agent mis-sold him a fixed sum loan agreement in 2020. He is also unhappy about two conditional sale agreements he entered into with Santander in 2021. What happened In October 2020, Mr... (4 pages)View decision -
Decision Reference DRN5143685
12 Jun 2019 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr K has complained Volkswagen Financial Services (UK) Limited, trading as Audi Finance, didn’t assess whether he could afford to take out a hire purchase agreement with them in 2015. backgroundIn December 2015 Mr K took out a hire purchase agreement for a one-year... (5 pages)View decision -
Decision Reference DRN-3271601
27 Jul 2022 Throgmorton Financial Services Ltd Not upheldPensions and AnnuitiesDRN-3271601 The complaint Mrs I complains about the suitability of the advice she received from Throgmorton Financial Services Ltd (TFS) to transfer two defined-benefit occupational pension schemes (OPS) she held with former employers to a Personal Pension (PP). Mrs I is being represented ... (4 pages)View decision -
Decision Reference DRN9831070
31 Mar 2014 Executive Benefit Services (UK) Limited UpheldInvestment and pensionsMr E’s complaint relates to the way Executive Benefit Services (UK) Limited have handled his financial affairs. He complains about a number of matters but essentially he considers that he has been given unsuitable advice and that the firm has made higher charges than agreed. backgroundI ... (14 pages)View decision -
Decision Reference DRN-2901809
31 Jan 2022 Barclays Bank UK PLC Not upheldInvestmentsDRN-2901809 The complaint Mr N’s complaint is about investment advice from Barclays Bank UK PLC (‘Barclays’ or ‘Barclays UK’) in late 2015, about that advice leading to an investment portfolio that began around January 2016 and about the management of that portfolio until it was liquidated... (17 pages)View decision -
Decision Reference DRN-4221351
30 Oct 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4221351 The complaint Mr J complains American Express Services Europe Limited (Amex) says it returned payments to the third party who deposited monies into his credit card account, but these weren’t ever received. What happened Mr J says four payments were deposited to his credit card ... (2 pages)View decision -
Decision Reference DRN-4986248
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4986248 The complaint Miss B is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Miss ... (10 pages)View decision -
Decision Reference DRN8857910
23 Dec 2014 Greystone Financial Services Limited UpheldInvestment and pensionsMr N’s complaint, in summary, is that the recommendation given by Greystone Financial Services Limited in 2008 and subsequently, to invest in the ARM Assured Income Plan was not suitable for him.backgroundOn Greystone’s advice, Mr N invested about £150,000 in the ARM plan in March 200... (8 pages)View decision
