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-5627929
16 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5627929 The complaint Mr A complained that Westerby Trustee Service Limited (Westerby) made mistakes which delayed the transfer of his self-invested personal pension (SIPP) to a new provider (Provider A) which may have resulted in a financial loss. He also complained that he was unh... (7 pages)View decision -
Decision Reference DRN3497548
5 Mar 2014 Coutts & Company UpheldInvestment and pensions1 complaintThe complaint is about Coutts & Company’s advice in 2007 to invest in funds to be held in an offshore bond. Mr D complains that the bond was inappropriately invested and did not take account of his frequently expressed aversion to risk and his lack of experience with ... (6 pages)View decision -
Decision Reference DRN-5709223
4 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5709223 Complaint Mr W is unhappy that Nationwide Building Society didn’t reimburse him after he reported falling victim to a scam. Background In 2022, Mr W was introduced to an investment opportunity by a close friend. In this decision, I’ll refer to the company he invested with as... (6 pages)View decision -
Decision Reference DRN6996482
7 Feb 2020 Clydesdale Financial Services Limited UpheldBanking and creditMr S complains about the way in which Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) handled his Section 75 claim.backgroundIn February 2017 Mr S entered into a credit agreement with BPF to finance some new windows. The total amount initially payable un... (3 pages)View decision -
Decision Reference DRN6234449
7 Aug 2017 Black Horse Limited UpheldBanking and creditMrs E has complained that her car, which she paid for using a hire purchase agreement with Black Horse Limited, wasn't fit for purpose, so was misrepresented to her, and/or wasn't of satisfactory quality at the point of sale.backgroundfactsMrs E took out a ... (6 pages)View decision -
Decision Reference DRN-5067715
17 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5067715 The complaint Miss W complains about a car acquired through a Hire Purchase agreement with Specialist Motor Finance Limited (‘Specialist’). She had to call out a roadside recovery firm three times in the first few months. She no longer wants the car and wants a refund of her... (6 pages)View decision -
Decision Reference DRN-3226047
7 Nov 2022 Bespoke Independent Financial Advisers Limited Not upheldPensions and AnnuitiesDRN-3226047 The complaint Mr S complains that Bespoke Independent Financial Advisers Limited (Bespoke) recommended he invest into a complex, non-standard investment within his Self-Invested Personal Pension (SIPP). Having now lost all his money in the scheme, Mr S believes the advice was u... (8 pages)View decision -
Decision Reference DRN3959604
5 Nov 2019 Anglian Windows Ltd Not upheldBanking and creditMr J complains that a fixed sum loan agreement that he used to pay for some replacement doors and windows was mis-sold to him by Anglian Windows Limited. He’s being helped with his complaint by his son.backgroundMr J agreed in February 2013 for some replacement doors and windows to be inst... (2 pages)View decision -
Decision Reference DRN-3780157
2 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3780157 The complaint Mr N complains that Portal Financial Services LLP (Portal) provided unsuitable advice to transfer his personal pension to a SIPP, causing him a loss in pension benefits. What happened Mr N received advice from Portal in November 2013 regarding a personal pension w... (7 pages)View decision -
Decision Reference DRN-4891990
6 Dec 2024 Ulster Bank Ltd Not upheldBanking and PaymentsDRN-4891990 The complaint Mr Q complains Ulster Bank Ltd “Ulster Bank” failed to credit his account correctly for three cash deposits he made in branch. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary Mr Q says his wife m... (3 pages)View decision
