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 4037 results
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Decision Reference DRN-4039279
22 Mar 2023 Black Horse Limited Not upheldConsumer CreditDRN-4039279 The complaint Mr C has complained that a series of car finance agreements taken from Black Horse Limited trading as Jaguar Financial Services (“Black Horse”) are unfair, have been misrepresented, and were lent to him irresponsibly. What happened Mr C has been represented in thi... (10 pages)View decision -
Decision Reference DRN-2933740
26 Jul 2021 Skrill Limited UpheldBanking and PaymentsDRN-2933740 The complaint Mr K complains about an exchange applied to a transaction with Skrill Limited. He said that there should’ve been no need to exchange this currency. What happened The Skrill service is an electronic money service, which allows users to hold balances (effectively, ... (4 pages)View decision -
Decision Reference DRN3333779
10 Feb 2021 Joseph Oliver - Mediacao de Seguros LDA UpheldInvestment and pensionsComplaint Mr H complains about advice he says he received from an appointed representative (“AR”) of Joseph Oliver - Mediacao de Seguros LDA (“Joseph Oliver”) to transfer his pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) and make an investment in the Trafalgar Multi ... (33 pages)View decision -
Decision Reference DRN-5397503
17 Mar 2025 The Heritage Financial Planning Partnership UpheldPensions and AnnuitiesDRN-5397503 The complaint Mr C complains about the suitability of advice he was given by The Heritage Financial Planning Partnership (Heritage) to switch funds within his personal pension. What happened The details of what happened are well known to both parties and were covered well b... (6 pages)View decision -
Decision Reference DRN-4621137
15 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4621137 The complaint Mr D has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’). Mr D opened the SIPP with L&C in 2011 and he complains that it (L&C) didn’t carry out adequate due diligence checks on the introducer of the SIPP an... (46 pages)View decision -
Decision Reference DRN-5345913
26 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5345913 Complaint Mr M is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported that he was victim of a scam. Background The background to this case is well known to both parties, so I will only summarise the key facts here. In March 2022, Mr M invested a significan... (6 pages)View decision -
Decision Reference DRN-4448400
26 Jan 2024 John Cunningham UpheldPensions and AnnuitiesDRN-4448400 The complaint Ms W complains about advice she received from John Cunningham (JC) to transfer her former employer’s defined benefit (‘DB’) pension scheme into a Royal London personal pension. Ms W believes the advice to transfer wasn’t in her best interests and has caused a fina... (10 pages)View decision -
Decision Reference DRN-4755786
9 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4755786 The complaint Mr L has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP). For ease I shall refer to Options throughout this document. Mr L transferred his existing personal pensions to the SIPP to invest in a property... (27 pages)View decision -
Decision Reference DRN-3042876
1 Feb 2022 Redswan Limited UpheldPensions and AnnuitiesDRN-3042876 The complaint Mr H has a self-invested person pension scheme (SIPP) with Redswan Limited. In 2013 Mr H opened the SIPP and in early 2014 he invested in a loan note arrangement with a company I will call MN. That investment has now failed. Mr H’s feels Redswan did not carry out ... (31 pages)View decision -
Decision Reference DRN-4590869
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4590869 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when fell victim to two scams. Mr M is being represented by solicitors in this complaint. What happened The complaint concerns seven debit card transactions totalling around £28,000 which Mr M made fr... (6 pages)View decision
