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 392389 results
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Decision Reference DRN-5906916
5 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5906916 The complaint Mr M complains that Wise Payments Limited won’t refund him the money he says he lost in an investment scam. Mr M is being represented by a professional representative but for ease of reading I’ll just refer to Mr M. What happened The circumstances surrounding t... (4 pages)View decision -
Decision Reference DRN-6000944
5 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6000944 The complaint Mr L complains that Santander UK Plc (“Santander”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr L has explained that in J... (4 pages)View decision -
Decision Reference DRN-6000899
5 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-6000899 The complaint Mr K complains about a car supplied under a hire purchase agreement, provided by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened Around December 2023 Mr K acquired a used car under a hire purchase agreement with SMF. The car is listed with a cash price ... (9 pages)View decision -
Decision Reference DRN-6001124
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6001124 The complaint Mr S’ complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5956145
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5956145 The complaint Mr I complains Lloyds Bank PLC unfairly restricted his account and withheld his access to funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr I held a Lloyds account and on 24 ... (3 pages)View decision -
Decision Reference DRN-5998936
5 Dec 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5998936 The complaint Mr and Mrs R, via their representative, complain that St. James’s Place Wealth Management Plc (SJP) gave them unsuitable investment advice on a regular basis between 2002 and 2012. In particular they say that, rather than derisk over time during retirement, the... (10 pages)View decision -
Decision Reference DRN-5975358
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5975358 The complaint Mr and Mrs T complain that Shawbrook Bank Limited (‘Shawbrook’) is liable to pay them compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it provided. What happened Mr and Mrs... (6 pages)View decision -
Decision Reference DRN-5465695
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5465695 Complaint Mr D is unhappy that Lloyds Bank PLC didn’t reimburse him after he reported falling victim to a scam. Background In 2024, Mr D was looking to purchase a van. He found an advert on eBay for a second- hand van that seemed to match his requirements. Unfortunately, alt... (2 pages)View decision -
Decision Reference DRN-5483138
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5483138 The complaint Miss B complains that HSBC UK Bank Plc, trading as first direct (first direct), won’t refund the money she lost to a property investment opportunity, that she now considers was a scam. Miss B is being represented by a claims management company in this complaint... (3 pages)View decision -
Decision Reference DRN-5726826
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726826 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of th... (3 pages)View decision