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 3981 results
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Decision Reference DRN-4138744
13 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4138744 The complaint Mr L complains that Barclays Bank UK PLC won’t refund the full amount of money he lost after he fell victim to an ‘authorised push payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail he... (4 pages)View decision -
Decision Reference DRN-5356347
18 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5356347 The complaint Mr N complains about the quality of a car supplied on finance by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (5 pages)View decision -
Decision Reference DRN-3809453
5 Dec 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3809453 The complaint Mr P complains about the quality of a used vehicle supplied by MotoNovo Finance Limited under a hire purchase agreement (HPA). What happened Mr P got this van near the end of October 2020 for social and commuting use. In early February 2021 it broke down and he co... (7 pages)View decision -
Decision Reference DRN-3279612
31 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3279612 The complaint Mrs A complains that HSBC UK Bank Plc (HSBC) hasn’t refunded credit card payments she says she lost to an investment scam. What happened Mrs A has explained that in 2018 she received an email about an ‘investment opportunity’, and she decided to enter her phone nu... (7 pages)View decision -
Decision Reference DRN4601661
6 Sep 2016 Allan McRoberts UpheldInvestment and pensionsMr M complains, via his solicitor, about the advice provided by Allan McRoberts (AM) to transfer his personal pensions into a self-invested personal pension (SIPP) in order to invest in Harlequin overseas property.backgroundMr M was referred to AM via an unregulated third ... (8 pages)View decision -
Decision Reference DRN5383847
8 Nov 2013 Barclays Bank Plc Not upheldInvestment and pensionsMrs F has complained through a third party representative, that, in resolving a complaint she made over the sale of an investment bond in 2001, Barclays Bank Plc (“the business”) offered her redress that was not consistent with the nature of her complaint.Specifically, the business deci... (7 pages)View decision -
Decision Reference DRN7668702
19 May 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMrs W complained she was given unsuitable advice by Kingswood Financial Advisors to transfer her pension plan to a self-invested personal pension (SIPP). The SIPP was set up to allow Mrs W and her husband to invest in a Harlequin off-plan hotel development in the Ca... (8 pages)View decision -
Decision Reference DRN3430422
19 May 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMr W complained he was given unsuitable advice by Kingswood Financial Advisors to transfer his pension plan to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr W and his wife to invest in a Harlequin off-plan hotel development in the Caribb... (8 pages)View decision -
Decision Reference DRN-3079421
8 Aug 2022 Lloyds Bank PLC Not upheldInvestmentsDRN-3079421 The complaint Mr C has complained about the advice he received from Lloyds Bank PLC (‘Lloyds’) to invest into a stocks and shares ISA. Mr C is represented by a third party but for ease I’ll refer to ‘Mr C’ in this decision. What happened In July 2000 Mr C invested £5,000 into a... (5 pages)View decision -
Decision Reference DRN-3853456
14 Dec 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3853456 The complaint Mr and Mrs A are partners in a partnership that I’ll refer to as G. They complain that The Royal Bank of Scotland Plc unfairly transferred G’s accounts to their Global Restructuring Group (“GRG”), then made various unreasonable demands regarding repayment, the pro... (9 pages)View decision
