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 4096 results
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Decision Reference DRN-5810549
17 Sep 2025 TrinityBridge Limited UpheldInvestmentsDRN-5810549 The complaint Mr and Mrs D complain that TrinityBridge Limited gave them unsuitable investment advice. They say they were pressured into investing in ethical investments. They want TrinityBridge to refund its initial fee and on-going fees, and to compensate them based on the... (9 pages)View decision -
Decision Reference DRN-3020914
3 Sep 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3020914 The complaint Mr K has complained about the quality of a car he acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). What happened In May 2018 Mr K acquired a two-year-old used car under a four-year hir... (8 pages)View decision -
Decision Reference DRN-3808903
16 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3808903 The complaint Mr M has complained to Portal Financial Services LLP (formerly known as Portafina) about advice he received to transfer his personal pension to a Self-Invested Personal Pension (SIPP). What happened In 2013 Mr N received a cold call from a business offering him a ... (9 pages)View decision -
Decision Reference DRN4269185
22 Jan 2019 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMrs L has complained about the advice she was given by Sussex Independent Financial Advisers Limited (“Sussex”) to transfer her existing pension into a new plan, in order to invest in Harlequin Property (“Harlequin”).backgroundIn 2009, Mrs L transferred her existing... (7 pages)View decision -
Decision Reference DRN0859034
8 Mar 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M have complained about U K Insurance Limited (UKI) and the repairs it did at their home which took far longer than they should have done.backgroundMr and Mrs M had a water leak which affected the ground floor of their home. UKI took on repairs but Mr ... (5 pages)View decision -
Decision Reference DRN-4643149
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4643149 The complaint Ms W is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to a scam. Ms W is represented in this complaint by a solicitor, but for simplicity I will refer to Ms W throughout this decision, even when referencing what her represen... (5 pages)View decision -
Decision Reference DRN4057277
10 Feb 2020 Wealthmasters Financial Management Ltd UpheldInvestment and pensionsMr B complains, with the help of a representative, that he was mis-sold high risk investments by Wealthmasters Financial Management Ltd (WFM). The complaint focussed on an investment in Green Oil Plantations (GOP) and the switch of his existing personal pensions to a newly set up Self-Inve... (26 pages)View decision -
Decision Reference DRN9359389
11 Feb 2020 Close Brothers Limited Not upheldBanking and creditMiss G complains that a used car she acquired via a conditional sale agreement with Close Brothers Limited wasn’t of satisfactory quality. She also complains that she was sold an extended warranty which is now worthless as the garage has ceased trading.background In April 2018 Miss G enter... (5 pages)View decision -
Decision Reference DRN-5016606
8 Apr 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5016606 The complaint Mr O complains that JBR Capital Limited (JBR), incorrectly registered a Cifas fraud marker against him. What happened Mr O said he realised in September 2023 that a Cifas fraud marker was applied to his credit file in November 2021 after he applied and was decl... (3 pages)View decision -
Decision Reference DRN-5758218
15 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5758218 The complaint Mr R has complained that Lendable Ltd (Lendable) is holding him liable for a loan that he did not consent to. What happened Mr R said he was coerced into taking the loan when fraudsters came into his home and threatened him. Mr R said they obtained personal i... (5 pages)View decision