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 DRN6351872
18 Feb 2021 TSB Bank plc Not upheldBanking and creditComplaint Ms L complains that TSB Bank plc (TSB) won’t refund £25,000 she lost when she was the victim of a scam. Background I issued a provisional decision on 17 November 2020 asking TSB to refund Ms L £25,000 plus account interest. My provisional decision, which I’ve set out below, expla... (6 pages)View decision -
Decision Reference DRN-6080092
15 Jan 2026 JAMES HAY ADMINISTRATION COMPANY LIMITED UpheldPensions and AnnuitiesDRN-6080092 The complaint Mr J has complained about the time taken to complete an in-specie transfer from James Hay Administration Company Limited trading as James Hay Partnership (James Hay) to a new provider. Specifically, Mr J has said he was unable to make trades and he’s lost out o... (5 pages)View decision -
Decision Reference DRN8603078
5 Feb 2015 ECS Financial Services Limited UpheldInvestment and pensionsMr S has complained that he should not have been advised by ECS Financial Services Limited to transfer his final salary occupational pension to a personal pension plan (PPP). He says he was not made sufficiently aware of the guaranteed nature of the benefits, and that the transfer e... (6 pages)View decision -
Decision Reference DRN-5045947
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5045947 The complaint Miss A complains that Barclays hasn’t fully refunded her for money she lost when she was the victim of a scam. What happened Miss A holds an account with Barclays. In December 2023, she met someone on a dating app. I’ll refer to that person as S. Miss A says s... (6 pages)View decision -
Decision Reference DRN-4193092
19 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4193092 The complaint Mr H complains that Barclays Bank UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well kno... (6 pages)View decision -
Decision Reference DRN-4808783
25 Jul 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4808783 The complaint Miss S complains about the way that AXA PPP Healthcare Limited has handled a claim she made on a group private medical insurance policy. What happened The detailed background to this complaint is well-known to both parties. So I’ve simply set out a summary of w... (6 pages)View decision -
Decision Reference DRN-4717438
5 Apr 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4717438 The complaint Mr and Mrs R complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by First Holiday Finance Ltd, which I’ll refer to as FHFL. Mr and Mrs R have been represented in bringing this complaint by a claims management... (6 pages)View decision -
Decision Reference DRN-6050424
31 Dec 2025 Charteris Treasury Portfolio Managers Limited Not upheldPensions and AnnuitiesDRN-6050424 The complaint Mr T complains that Charteris Treasury Portfolio Managers Limited (‘CTPM’) continued to charge him fees after he removed its discretionary management permissions on his accounts. What happened Mr T held investments within a Pension Account, an Individual Saving... (6 pages)View decision -
Decision Reference DRN-5334017
15 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5334017 The complaint Miss B has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job scam, and hasn’t refunded the money she lost in the scam. What happened I issued a provisional decision (“PD”) in January 2025 explaining why I was min... (6 pages)View decision -
Decision Reference DRN-3962064
24 Mar 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3962064 The complaint Mr H complains about how Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) responded when he asked it to help him claim a refund for goods he ordered. What happened Mr H purchased a phone from a third party retailer using a point of... (5 pages)View decision