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-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 -
Decision Reference DRN-5441874
17 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5441874 The complaint Mr A’s complaint relates to problems he had with a car supplied to him by STARTLINE MOTOR FINANCE LIMITED (Startline) under a hire purchase agreement. What happened Mr A entered into a hire purchase agreement with Startline in August 2023 to purchase a car. Th... (6 pages)View decision -
Decision Reference DRN-4714896
29 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4714896 The complaint Ms I complains that Barclays Bank UK PLC won’t reimburse her the money she transferred to a fraudster. What happened Ms I has explained that she received a call from an individual purporting to work for an investment firm. The individual told Ms I that he could se... (6 pages)View decision -
Decision Reference DRN-3753747
14 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3753747 The complaint Mr R complained that Barclays Bank UK PLC didn’t take enough care to protect his account, after there were fraudulent attempts to use his credit card. What happened On 2 November 2021, Barclays received several calls about Mr R’s credit card. The caller passed sec... (6 pages)View decision -
Decision Reference DRN-4986534
18 Sep 2024 Fortrade Limited UpheldInvestmentsDRN-4986534 The complaint Mr H complains Fortrade Limited (“Fortrade”) is at fault for losses he suffered on his Fortrade trading account. Mr H complains Fortrade didn’t give him enough training on how to trade on the account. He also complains he was pressured to trade more and add mor... (6 pages)View decision -
Decision Reference DRN-3479502
13 May 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3479502 The complaint Mr R complains that John Lewis Financial Services Limited refuses to refund money he lost to a binary options investment scammer. What happened Mr R saw Greenfields Capital (GC) on a social media advert. He left his contact details on their webform and a broker re... (5 pages)View decision -
Decision Reference DRN-4118565
9 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4118565 The complaint Mrs R complains that she was unable to access her HSBC UK Bank Plc online banking for nearly a month and she received poor customer service from them. What happened Mrs R says that she was unable to access her online banking from 10 August-5 September 2022. As she... (5 pages)View decision -
Decision Reference DRN-5131564
18 Nov 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5131564 The complaint Miss B has complained, through her representatives, that Scottish Equitable Plc trading as Aegon undertook insufficient due diligence when transferring her personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Miss B’s QRO... (6 pages)View decision -
Decision Reference DRN-3567977
13 Sep 2022 First Holiday Finance Ltd Not upheldConsumer CreditDRN-3567977 The complaint Mr C complains that First Holiday Finance Ltd has made an unfair claims decision under the Consumer Credit Act 1974 (CCA). What happened Mr C and the late Mrs C purchased a timeshare product from Business X in September 2011. The timeshare was part funded with a l... (6 pages)View decision