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-4210011
26 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4210011 The complaint Mrs P complains that HSBC UK Bank Plc did not tell her a cheque had been repaid back to a third party bank and they allowed her to be significantly overdrawn which resulted in direct debit payments being reversed. Mrs P is represented by her son in law in bringing... (5 pages)View decision -
Decision Reference DRN3953984
11 Jul 2016 Pacific IFA Limited UpheldInvestment and pensionsMr C complained about Pacific IFA Limited. He said he was given unsuitable advice to transfer his pension plans to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr C to invest in an off-plan hotel in the Caribbean. backgroundIn 2009 an unregu... (8 pages)View decision -
Decision Reference DRN-4292948
27 Sep 2023 U K Insurance Limited Not upheldInsuranceDRN-4292948 The complaint Mr and Mrs O’s complaint is about three claims they made on their U K Insurance Limited (‘UKI’) travel insurance policy between 2020 and 2022. UKI paid the first two claims but declined the third. Following an investigation into that claim UKI determined that Mr a... (4 pages)View decision -
Decision Reference DRN-3670451
10 Oct 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3670451 The complaint Mrs H is unhappy Bank of Scotland plc (“BOS”) disclosed information about her current account to her husband without her consent. What happened In May 2022, Mrs H and her husband went into a BOS branch to make a payment towards their credit cards. Mrs H advised sh... (2 pages)View decision -
Decision Reference DRN6037183
9 Jun 2017 Premier Financial Solutions (Harrogate) Limited UpheldInvestment and pensions1 complaintMr T complains that Premier Financial Solutions (Harrogate) Limited gave him unsuitable advice.backgroundThe background to this complaint, and my provisional findings, are set out in the provisional decision I issued on 24 April 2017. I’ve attached a copy. It... (7 pages)View decision -
Decision Reference DRN-4937002
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937002 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened Several years ago, Mr K saw some information online about trading. He entered his contact details on a website to register his interest and then rece... (11 pages)View decision -
Decision Reference DRN-4824920
9 Jul 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-4824920 The complaint Mrs F complains about the quality of a motorbike supplied to her by Honda Finance Europe Plc trading as Honda Financial Services (“HF”). Mrs F has been represented. For clarity, I’ve only referred to Mrs F throughout this decision. What happened Mrs F acquired a b... (5 pages)View decision -
Decision Reference DRN-3588978
29 Jul 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3588978 The complaint Mr F has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) gave him a facility he couldn’t afford. He says, he had to take out payday loans to be able to afford the repayments. What happened Mr F approached SNC for a Safety Net facility i... (5 pages)View decision -
Decision Reference DRN-4426078
8 Jan 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4426078 The complaint Mr G complains about a car he acquired under a hire purchase agreement he had with Creation Consumer Finance Ltd (“Creation”). What happened In June 2022 Mr G entered into a regulated hire purchase agreement with Creation in relation to a used car. The car’s milea... (3 pages)View decision -
Decision Reference DRN5888027
20 May 2016 Pacific IFA Limited Not upheldInvestment and pensionsMr L complained about Pacific IFA Limited. He said he was given unsuitable advice to transfer his pension funds to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr L to invest in off-plan hotel developments in the Caribbean.backgroundMr L too... (4 pages)View decision
