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-5004832
5 Sep 2024 Novia Global Limited UpheldPensions and AnnuitiesDRN-5004832 The complaint Mr P complains, with the help of a representative, that Novia Global Limited (‘Novia’) failed to undertake sufficient due diligence before accepting his self-invested personal pension (‘SIPP’) application and executing his subsequent investment instructions. W... (26 pages)View decision -
Decision Reference DRN-3205151
25 Jan 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3205151 The complaint Miss K complains that Aviva Life & Pensions UK Limited, referred to as “Aviva”, failed to notify her that her investment had ended. She says Aviva moved her money into a Deposit Fund after maturity and charged her an annual fee without her consent. What happen... (4 pages)View decision -
Decision Reference DRN6269658
19 Feb 2020 Cash On Go Limited UpheldBanking and creditMr A complains that Cash On Go Limited trading as Peachy.co.uk was irresponsible when it provided loans to him in December 2018. He’s also unhappy at the way in which it dealt with him when he tried to withdraw from the loan and later, when it pursued him for the outstanding balance.backgr... (7 pages)View decision -
Decision Reference DRN3569806
18 Oct 2013 National Westminster Bank Plc UpheldBanking and creditD complains that National Westminster Bank plc provided incorrect advice in respect of the clearance of a foreign currency cheque paid into their business account. background On 11 June 2012 Mr B, a director of D, deposited a foreign currency cheque into D’s business account. By 15 June,... (2 pages)View decision -
Decision Reference DRN9247877
29 Nov 2018 Foster Denovo Limited UpheldInvestment and pensionsMr B complains that Foster Denovo Limited gave him unsuitable advice in 2011, to transfer his deferred occupational scheme benefits (OPS) into a self-invested personal pension (SIPP). That was so that he could invest in Harlequin property.backgroundI issued my provisional... (12 pages)View decision -
Decision Reference DRN-5099028
11 Mar 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5099028 The complaint Mr H complains about the quality of three cars supplied to him by CA AUTO FINANCE UK LTD (“CA”) and its decision to lend to him. What happened Mr H entered into three separate hire purchase agreements between January 2023 and March 2023 in order to acquire thre... (7 pages)View decision -
Decision Reference DRN-4947868
9 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4947868 The complaint Mr N complains that Wise Payments Limited (“Wise”) suspended online access to his multi- currency account for three days resulting in him not being able to make payments or receive money. Mr N is unhappy Wise won’t lift all the restrictions until he provides ad... (3 pages)View decision -
Decision Reference DRN-5193587
6 Dec 2024 Fairstone Financial Management Limited Not upheldInvestmentsDRN-5193587 The complaint Mr C has complained about the investment advice he was given by Fairstone Financial Management Limited (‘Fairstone’). He says the advice was unsuitable for him as it exposed him to a portfolio that was too high risk. He wants his initial investment returned to ... (10 pages)View decision -
Decision Reference DRN-5199998
11 Dec 2024 IG Markets Limited Not upheldInvestmentsDRN-5199998 The complaint Mr C complains that IG Markets Limited is responsible for the financial losses he suffered operating his Contracts for Differences (CFD) trading account. He says that IG Markets Limited failed in its duty of care to him, given his vulnerabilities and incorrectl... (9 pages)View decision -
Decision Reference DRN-5902914
27 Oct 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5902914 The complaint Mr R is unhappy with what happened when he wanted to withdraw from a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (‘Hyundai’). Mr R has been represented during the claim and complaint process by his son. For ease of refere... (5 pages)View decision
