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 4777 results
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Decision Reference DRN-5823370
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5823370 The complaint Mr C complains HSBC UK Bank Plc won’t refund the money he lost to what he believes was an investment scam. In bringing this complaint Mr C is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-5106610
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5106610 The complaint Mrs P complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs P had invested through a company I’ll refer to as B in 2017. She received the returns and final ... (5 pages)View decision -
Decision Reference DRN-4158197
2 Jun 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4158197 The complaint Ms P complains that Lloyds Bank PLC failed to refund the full loss of her funds after being the victim of a scam. What happened What Ms P says Ms P is represented in this complaint and explained that a close family member received a call from a company about share... (12 pages)View decision -
Decision Reference DRN-3723747
28 Sep 2022 The IPS Partnership plc UpheldPensions and AnnuitiesDRN-3723747 The complaint Mr S complains about delays caused to the transfer of his investments held within his Self Invested Personal Pension (SIPP) which he says IPS Partnership plc trading as James Hay Partnership (JH) is partly to blame for. Mr S is being represented. All references to... (5 pages)View decision -
Decision Reference DRN5909900
28 Jun 2013 Clydesdale Financial Services Limited UpheldBanking and creditMr C complains that Clydesdale Financial Services Limited registered a default on his credit file without telling him it was going to, and without advising him that a balance was due. Mr C says this led to him being charged a higher interest rate by another credit provider. backgrou... (5 pages)View decision -
Decision Reference DRN2144630
26 Mar 2019 Santander Consumer (UK) Plc UpheldBanking and creditMr S1, represented by Mr S2, complains that the conditional sale agreement he entered into with Santander Consumer (UK) Plc was not what had been agreed with the dealer and that his previous finance agreement was not settled. Mr S1 also complains that there were faul... (6 pages)View decision -
Decision Reference DRN9107186
5 Nov 2018 HSBC Bank plc UpheldInvestment and pensionsMrs E complains that HSBC Bank Plc (HSBC) gave her misleading information about handling her investments when moving abroad. She also says that HSBC’s customer service has been very poor and it’s failed to answer her questions about her investments.background Mrs E has e... (6 pages)View decision -
Decision Reference DRN-4932135
26 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4932135 The complaint Miss B is unhappy with the way Bank of Scotland plc trading as Halifax dealt with her claim for recovery of money she paid towards the purchase of a caravan. The purchase was made together with her partner Mr F, who has assisted Miss B in bringing this complain... (6 pages)View decision -
Decision Reference DRN-4195508
27 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4195508 Complaint Mr R is unhappy that HSBC UK Bank Plc didn’t do more to help him when he was the victim of a scam. He has brought this complaint with the assistance of a representative, but for simplicity’s sake I’ve referred to Mr R throughout. Background Between late 2019 and mid-2... (6 pages)View decision -
Decision Reference DRN-3573663
29 Jul 2022 GE Money Home Lending Limited Not upheldConsumer CreditDRN-3573663 The complaint Mrs B and Mr B complain that GE Money Home Lending Limited (GE Money), unfairly turned down their claim under the Consumer Credit Act (CCA). What happened Mrs B and Mr B bought a timeshare membership from a company, (Company A) in May 2004. The timeshare cost £11,... (6 pages)View decision