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-3818144
9 Mar 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3818144 The complaint Mrs D complains that Gallium Fund Solutions Limited (“Gallium”) were responsible for the mis-sale of two bonds by Basset Gold Limited (“BG Ltd”). Mrs D believes she was misled by the promotional material which portrayed these as safe investment bonds with fixed in... (7 pages)View decision -
Decision Reference DRN-4354377
18 Sep 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4354377 The complaint Mr S has a self-invested personal pension (SIPP) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr S transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr S’s complai... (28 pages)View decision -
Decision Reference DRN6449332
1 Apr 2020 Santander UK Plc Not upheldBanking and creditComplaintMr W complains that Santander UK plc won’t refund around £25,000 which he says was debited from his account without his authority.BackgroundFollowing an investigation by a third party bank where Mr W held an account, that bank made a report to the police. As a result, Mr W was arr... (4 pages)View decision -
Decision Reference DRN-3661694
23 Aug 2022 Billing Finance Ltd UpheldConsumer CreditDRN-3661694 The complaint Mr L complains about the quality of a van he has been financing through an agreement with Billing Finance Ltd (“Billing Finance”). What happened I issued my provisional decision on this complaint in July this year. An extract from that provisional decision is set ... (4 pages)View decision -
Decision Reference DRN-3235050
21 Jan 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3235050 The complaint Mr S complains about the advice he says he received in 2015 to transfer his personal pension to a self-invested personal pension (“SIPP”). He says the advice wasn’t suitable and he holds Wellington Court Financial Services Limited responsible for the loss to his p... (12 pages)View decision -
Decision Reference DRN9228011
9 Nov 2015 TSB Bank plc Not upheldBanking and creditMr C, a sole trader, complains that TSB Bank plc wrongly told him that a cheque had cleared.backgroundMr C deposited a cheque from a third party for £6,000 into his business account. He says he rang TSB on 23 or 24 March to ask if the cheque had been stopped. He... (2 pages)View decision -
Decision Reference DRN-5841503
26 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5841503 The complaint Mr R complains that Nationwide Building Society didn’t do enough to safeguard his money. He wants the money he lost refunded along with interest and £300 compensation. Mr R is represented by a third party but for ease of reference I have referred to Mr R throug... (4 pages)View decision -
Decision Reference DRN-4144935
15 Aug 2023 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-4144935 The complaint Mr S complains that in 2012, Insight Financial Associates Limited gave unsuitable advice to transfer from his existing section-32 (s32) buyout plan to a self-invested personal pension (SIPP) in order to make various investments in property developments. He is repr... (9 pages)View decision -
Decision Reference DRN7694293
6 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMiss C complains that National Westminster Bank Plc won’t refund transactions on her savings account which she says she didn’t make.Background The background to this complaint is set out in my provisional decision dated 8 January 2020, a copy of which is attached.I thought NatWest... (5 pages)View decision -
Decision Reference DRN4010072
19 Nov 2013 Yorkshire Building Society Not upheldBanking and creditMrs A complains that Yorkshire Building Society (YBS) did not properly explain the terms and conditions of a new savings account to be managed by a third party bank, which means that she has lost interest. She also says she was not told that YBS would receive a commission from the third... (2 pages)View decision
