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 375119 results
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Decision Reference DRN-5520263
2 Sep 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5520263 The complaint Mr S complains that Royal London Mutual Insurance Society Limited trading as Royal London (Royal London) used an unfair transfer date for his pension plan, causing him losses of around £11,000. He wants compensation for his losses. What happened Mr S wanted to... (3 pages)View decision -
Decision Reference DRN-5791857
2 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5791857 The complaint Mrs X complains that Metro Bank PLC carried out a hard search against her credit record without her consent. What happened Mrs X went into a branch of Metro in February 2025; she says just to get three months of bank statements printed out. However, she was dis... (4 pages)View decision -
Decision Reference DRN-5177091
2 Sep 2025 Lowes Financial Management Limited Not upheldInvestmentsDRN-5177091 The complaint Mrs T complains that Lowes Financial Management Limited (“Lowes”) have offered her insufficient compensation for an error that resulted in one of her investments being encashed and the funds withdrawn from her ISA. What happened Mrs T held a stocks and shares ... (3 pages)View decision -
Decision Reference DRN-5775751
2 Sep 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5775751 The complaint Mrs C is unhappy Handelsbanken plc delayed transferring money to an external third-party account, after her request was flagged for further security checks. Mrs C has said the delays caused her a significant amount of distress and she’s lost interest as a resul... (3 pages)View decision -
Decision Reference DRN-5414349
2 Sep 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5414349 The complaint Mr M complains about the advice Harbour Rock Capital Limited (HRC) trading as Portafina gave him in connection with the transfer of benefits from his defined benefit (DB) occupational pension scheme to a self invested personal pension (SIPP). Mr M says the advi... (8 pages)View decision -
Decision Reference DRN-5790779
2 Sep 2025 GRATTAN PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5790779 The complaint Mr R complains Grattan Public Limited Company wouldn’t accept he was the victim of fraud. He’s particularly unhappy about their customer service. What happened Mr R found out around 20 accounts had been opened in his name – and he complained to the various cred... (3 pages)View decision -
Decision Reference DRN-5552168
2 Sep 2025 Plata Finance Limited UpheldConsumer CreditDRN-5552168 The complaint Miss K complains that Plata Finance Limited (‘Plata’) irresponsibly granted her a personal loan agreement she couldn’t afford to repay. What happened In September 2023 Miss K took out a personal loan with Plata. Under the terms of the loan agreement, Miss K wa... (3 pages)View decision -
Decision Reference DRN-5616913
2 Sep 2025 Ripe Insurance Services Limited Not upheldInsuranceDRN-5616913 The complaint Mr M complains he was unable to take out a campervan insurance policy sold by Ripe Insurance Services Limited (‘Ripe’) which caused him to lose a non-refundable deposit for a campervan. What happened Mr M was looking to buy a campervan and was researching what... (3 pages)View decision -
Decision Reference DRN-5535526
2 Sep 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5535526 The complaint Mr S complains, via his representative about the advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to transfer two existing pensions to a new SJP plan in 2012. He’s also complained about the inadequacy of the ongoing advice he subsequently... (11 pages)View decision -
Decision Reference DRN-5669360
2 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5669360 The complaint Miss S complains that PayPal UK Ltd (“PayPal”) won’t refund transactions on her PayPal account which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summar... (2 pages)View decision
