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 DRN7720403
17 Jun 2016 Pacific IFA Limited UpheldInvestment and pensionsMr G complained he was given unsuitable advice by Pacific IFA Limited (“Pacific”) to transfer his personal pension plans (PPPs) to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr G to invest in a Harlequin off-plan hotel development in the Cari... (9 pages)View decision -
Decision Reference DRN-4767261
29 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4767261 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly handled a claim made under her motor insurance policy, saying it returned her car to her with unresolved scratches. What happened The background of this complaint is well known be... (4 pages)View decision -
Decision Reference DRN-3398361
3 Oct 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3398361 The complaint Mr H complains that Aviva Life & Pensions UK Limited (‘Aviva’) gave him unsuitable investment advice. This complaint is brought on behalf of Mr H by a claims management company but to keep things simpler, I’ll refer to Mr H as the complainant. What happened Mr... (4 pages)View decision -
Decision Reference DRN0455798
12 Oct 2015 Barclays Bank Plc Not upheldInvestment and pensionsMrs D complains about the investment advice she and her late husband received from Barclays Bank Plc. In particular, she says: The investments were unsuitable because the adviser failed to establish their attitude to risk. There were errors in the information documen... (2 pages)View decision -
Decision Reference DRN2465889
12 Jun 2019 Santander Consumer (UK) Plc UpheldBanking and creditMrs S complains a car supplied to her by Santander Consumer (UK) Plc through a conditional sale agreement wasn’t of satisfactory quality. backgroundOn 2 June 2018 Santander supplied Mrs S with a car through a conditional sale agreement. It was four years old, had tra... (6 pages)View decision -
Decision Reference DRN0947629
22 Jan 2019 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMr L has complained about the advice he was given by Sussex Independent Financial Advisers Limited (“Sussex”) to transfer his existing pension into a new plan, in order to invest in Harlequin Property (“Harlequin”).backgroundIn 2009, Mr L transferred his existing per... (7 pages)View decision -
Decision Reference DRN4250561
24 Dec 2019 Kindertons Ltd Not upheldClaims ManagementMr E is unhappy about the settlement valuation Kindertons Ltd got for his van after it was deemed a total loss following a road traffic accident.background On 3 October 2018, Mr E acquired a van on finance, for £4,800 plus VAT and paid a £1,000 deposit. On 5 October 2018, Mr E had an accid... (3 pages)View decision -
Decision Reference DRN-3685609
26 Oct 2022 CB Payments Ltd Not upheldBanking and PaymentsDRN-3685609 The complaint Mrs S is unhappy that CB Payments Ltd won’t refund money she was tricked into transferring to a fraudster. What happened In October 2020, Mrs S fell victim to an investment scam. As part of the scam she opened a CB Payments electronic money account and deposited f... (3 pages)View decision -
Decision Reference DRN-5074848
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074848 The complaint Mr M has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. Mr M is also unhappy Monzo closed his account and the service he received. What happened Mr M held a current account and a business account with M... (5 pages)View decision -
Decision Reference DRN-5270295
11 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5270295 The complaint Mr L complains about the way in which The Co-operative Bank Plc handled a chargeback claim in respect of payments made to an online bookmaker. What happened Mr L had an account with an online bookmaker, which I’ll call “B”. In March and April 2024 he made nine ... (3 pages)View decision