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 400695 results
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Decision Reference DRN-5794226
11 Nov 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5794226 The complaint Miss C complains that Goldman Sachs International Bank trading as Marcus by Goldman Sachs (‘Marcus’) won’t reimburse money she lost when she fell victim to an investment scam. Miss C is professionally represented, however, to keep things simple, I’ll refer to M... (4 pages)View decision -
Decision Reference DRN-5825894
11 Nov 2025 abrdn Financial Planning And Advice Limited Not upheldPensions and AnnuitiesDRN-5825894 The complaint Mr M complains that abrdn Financial Planning and Advice Limited (‘abrdn’) provided him with an inadequate service in terms of ongoing advice about his pension. He also thinks that the advice he did receive was potentially unsuitable for him. What happened Mr M ... (9 pages)View decision -
Decision Reference DRN-5940640
11 Nov 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5940640 The complaint Ms D’s complaint about Quilter Financial Services Limited (‘Quilter’) concerns the advice she received from an appointed representative of Quilter (I will only refer to Quilter for ease going forward) to transfer or switch three existing pensions held with othe... (11 pages)View decision -
Decision Reference DRN-5738223
11 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5738223 The complaint Miss T has complained that Wise Payments Limited won’t refund the money that she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively briefly. ... (3 pages)View decision -
Decision Reference DRN-5943540
11 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5943540 The complaint Ms B complained that RCI Financial Services Limited (which I’ll refer to as RCI) did not provide a used car in the condition it had agreed to provide it under a hire purchase agreement. She complained too that the terms of the agreement were not properly explai... (4 pages)View decision -
Decision Reference DRN-5842682
11 Nov 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5842682 The complaint Mr B complains about a car supplied to him using a hire purchase agreement taken out with Stellantis Financial Services UK Limited (“Stellantis”), formerly PSA Finance UK Ltd. What happened In April 2021, Mr B acquired a used car using a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5797828
11 Nov 2025 Comer & Farnan Pension and Insurance Consultants Not upheldPensions and AnnuitiesDRN-5797828 The complaint Mr H complains through a professional representative that Comer & Farnan Pension and Insurance Consultants (C&F) gave him unsuitable advice to transfer his Defined Benefit pension benefits to a personal pension. The transfer completed in 1996. What happ... (4 pages)View decision -
Decision Reference DRN-5943451
11 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5943451 The complaint Mr G is unhappy with how BUPA Insurance Limited (BUPA) handled his claim under his private medical insurance policy. He says as a result of the delays caused, he has suffered financially and emotionally. What happened Mr G is a member of his employer’s private ... (3 pages)View decision -
Decision Reference DRN-5796591
11 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5796591 The complaint Ms B’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. She’s also unhappy about C&G’s decision to remove her public liability cover for her pet. Overa... (2 pages)View decision -
Decision Reference DRN-5728275
11 Nov 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5728275 The complaint Mr and Mrs P complained about delays and part of their claim being declined by Fairmead Insurance Limited under their buildings insurance policy. Throughout the claim process Fairmead has hired third parties to deal with the claim on their behalf. In this decis... (3 pages)View decision