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 400693 results
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Decision Reference DRN-5598461
12 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5598461 The complaint Mr U has complained about the quality of a car he acquired under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything... (2 pages)View decision -
Decision Reference DRN-5726926
12 Sep 2025 Insight Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5726926 The complaint Mrs H complains that Insight Financial Associates Limited wrongly advised her to transfer her defined benefit occupational pension scheme and a personal pension into a Family Pension Trust (“FPT”). The transfer was to enable her to buy properties being develope... (6 pages)View decision -
Decision Reference DRN-5740281
12 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5740281 The complaint Mr M has complained, with the help of a claims management company (CMC), about the suitability of the advice he was given in 2011 by QUILTER FINANCIAL SERVICES LIMITED (“Quilter”) to switch his personal pensions to a Scottish Widows Retirement Account (“RA”). H... (8 pages)View decision -
Decision Reference DRN-5502776
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502776 The complaint Mr P has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2025 after getting back to the UK after a period away, Mr P got in touch with Barclays as he’d found there was a CIFAS ma... (2 pages)View decision -
Decision Reference DRN-5726930
12 Sep 2025 Insight Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5726930 The complaint Mr H complains that Insight Financial Associates Limited wrongly advised him to transfer his personal pension into a Family Pension Trust (“FPT”) for the purpose of investing in properties being developed by The Resort Group (“TRG”) in Cape Verde. Mr H says it ... (5 pages)View decision -
Decision Reference DRN-5779659
12 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5779659 The complaint Mr and Mrs R complain that HSBC UK Bank Plc trading as First Direct (‘First Direct’) provided them with misinformation about actions Mr and Mrs R needed to take, and about its communication with them. For ease, I will refer to all actions and comments as those ... (3 pages)View decision -
Decision Reference DRN-5634723
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634723 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2024 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment wa... (2 pages)View decision -
Decision Reference DRN-5319915
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5319915 The complaint Mr V complains Bank of Scotland plc (“BoS”) failed to protect him from financial harm and refuses to refund the money he lost to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr V s... (3 pages)View decision -
Decision Reference DRN-5801223
12 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5801223 The complaint Mr P complains that Kroo Bank Ltd has declined to refund disputed transactions that were made from his account. What happened Between April and May 2024, several transactions debited Mr P’s account to three different online retailers that he says he didn’t make... (3 pages)View decision -
Decision Reference DRN-5355517
12 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5355517 The complaint Z, a limited company, has complained Revolut Ltd won’t refund them for two transactions made using one of their company cards. What happened Mr B is one of the directors of Z and is managing their complaint to our service. I will refer to both him and Z through... (2 pages)View decision