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 DRN4101666
10 Dec 2019 Virgin Money plc Not upheldInvestment and pensionsMr and Mrs T complain that they were given unsuitable investment advice by Virgin Money plc. They are being assisted by their independent financial adviser (IFA), Mr D.backgroundIn my provisional decision of 2 December 2019, a copy of which is attached and forms part of this, my final dec... (5 pages)View decision -
Decision Reference DRN2732202
26 Jul 2019 Santander Consumer (UK) Plc UpheldBanking and creditMiss M has complained that Santander Consumer (UK) Plc (“Santander”) are pursuing her for a debt linked to a conditional sale agreement which she says she was forced to take out by her ex-husband. backgroundMiss M entered into a conditional sale agreement for a car with Santander in August... (4 pages)View decision -
Decision Reference DRN-5463811
30 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5463811 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (‘Halifax’) acted unfairly and unreasonably in respect of a complaint he raised about how parts of the Consumer Credit Act 1974 (‘CCA’) related to something he bought using his Halifax credit card. Wha... (4 pages)View decision -
Decision Reference DRN-4889565
19 Mar 2025 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-4889565 The complaint Mr W complains that Nutmeg Saving and Investment Limited (‘Nutmeg’) improperly set up a shares-based junior ISA (‘JISA’) on behalf of his son, Mr B, by firstly failing to invest the deposited funds promptly, and by secondly delaying the return of those funds af... (5 pages)View decision -
Decision Reference DRN-3905340
18 Jan 2023 The Co-operative Bank Plc UpheldMortgagesDRN-3905340 The complaint Mr and Mrs R told us The Co-operative Bank Plc trading as Platform wrongly said they’d missed a mortgage payment in early May 2022. This mistake wasn’t rectified by all credit reference agencies (“CRAs”) until late June, and they say it affected their new mortgage... (6 pages)View decision -
Decision Reference DRN-5583715
13 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5583715 The complaint Mr G has complained that Wise Payments Limited (Wise’), refused to refund money he lost when he fell victim to a scam. Mr G’s complaint is brought to us through a representative but for ease I will refer to their comments as Mr G’s. What happened Mr G has had... (5 pages)View decision -
Decision Reference DRN-3173192
26 Nov 2021 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3173192 The complaint Mr S complains about poor administration by James Hay Administration Company Ltd (JH) which he said meant he lost the opportunity to invest in a fixed term deposit. What happened Mr S said he had given an instruction to fully disinvest his self-invested personal p... (4 pages)View decision -
Decision Reference DRN1743375
22 May 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs M complain that when Mrs M tried to deposit cheque(s) worth £6,504.35 at a branch of Lloyds Bank PLC (Lloyds), Lloyds subsequently lost it/them. Mr and Mrs M feel that Lloyds should offer to pay for half the value of the lost cheque(s). Mrs M is also un... (3 pages)View decision -
Decision Reference DRN8935481
26 Oct 2015 Hitachi Capital (UK) Plc UpheldBanking and creditMrs V complains that Hitachi Capital (UK) Plc rejected her claim under S 75 Consumer Credit Act in respect of a conservatory.backgroundIn March 2013 Mrs V agreed with a major conservatory manufacturer and installer (the supplier) to have a conservatory built. In June ... (5 pages)View decision -
Decision Reference DRN3690797
19 Sep 2017 WDFC UK Limited UpheldBanking and creditMr B complains that WDFC UK Limited (trading as Wonga) gave him loans that he couldn’t afford to repay.background Mr B has used a claims management company (CMC) to help make his complaint.The background to this complaint was set out in my provisional decision issue... (4 pages)View decision
