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 380824 results
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Decision Reference DRN-5600822
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5600822 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct made a redress payment of one penny to his savings account without prior explanation. He said this reignited his concerns about fraud following an incident in 2024. What happened Mr B said after previ... (2 pages)View decision -
Decision Reference DRN-5308147
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5308147 The complaint X complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they lost as the result of a scam. What happened X was looking to rent a property in Germany and found one listed on a major property website. X contacted the owner and was sent a link to make ... (4 pages)View decision -
Decision Reference DRN-5746421
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746421 The complaint Mr W is unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged him fees, despite him having removed its discretionary management permissions in respect of his Self-Invested Personal Pension (‘SIPP’). What happened I... (5 pages)View decision -
Decision Reference DRN-5746039
11 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5746039 The complaint Mr S complains that NewDay Ltd trading as Fluid (‘NewDay’) discriminated against him when refusing to increase his credit card limit and offended him on the phone. Mr S would like significant compensation to put matters right. What happened Mr S’s credit card... (4 pages)View decision -
Decision Reference DRN-5746419
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746419 The complaint Mr and Mrs W are unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged them fees, despite having removed its discretionary management permissions in respect of what I understand to be their General Investment Account (‘... (5 pages)View decision -
Decision Reference DRN-5746424
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746424 The complaint Mrs W is unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged her fees, despite her having removed its discretionary management permissions in respect of her Self-Invested Personal Pension (‘SIPP’). What happened I�... (5 pages)View decision -
Decision Reference DRN-5746397
11 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5746397 The complaint Mrs J is complaining that Wise Payments Limited won’t refund some of the payments she made to a scam. The complaint is brought on Mrs J’s behalf by a representative. What happened The detailed background to this complaint is well known to both parties and has... (4 pages)View decision -
Decision Reference DRN-5640357
11 Aug 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5640357 The complaint Mr O complains that Home Retail Group Card Services Limited trading as Argos Financial Services (“HRG”) handled his claim. What happened In August 202 Mr O bought three items from Argos which he paid for with his HRG credit card account. The three items were a ... (2 pages)View decision -
Decision Reference DRN-5413096
11 Aug 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5413096 The complaint Miss L complains about Hiscox Underwriting Limited’s response to her business insurance claim. Hiscox’s been represented for the claim. For simplicity I’ve generally referred to the representative’s actions as being Hiscox’s own. What happened In May 2024 Mis... (3 pages)View decision -
Decision Reference DRN-5385473
11 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5385473 The complaint Mr F has complained that a car he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) was misrepresented to him, as he was not told it had been salvaged before he acquired it. What ... (3 pages)View decision
