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 DRN6918113
31 May 2016 Designed 4 Life Ltd UpheldInvestment and pensionsMr H complained he was given unsuitable advice by Designed 4 Life Ltd (D4L) to transfer his pension plans to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr H to invest in a Harlequin off-plan hotel development in the Caribbean.backgroundM... (9 pages)View decision -
Decision Reference DRN7725395
25 May 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMs H complained she was given unsuitable advice by Kingswood Financial Advisors to transfer her personal pension plan to a self-invested personal pension (SIPP). The SIPP was set up to allow Ms H to invest in Harlequin off-plan hotel developments in the Caribbean.backgroun... (8 pages)View decision -
Decision Reference DRN-5026966
18 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5026966 The complaint Mrs H complains about a credit agreement she took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept her claims under s.75 and s.140A of the Consumer Credit Act. What happened In ... (9 pages)View decision -
Decision Reference DRN-4541676
16 Jan 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4541676 The complaint Mr P complains about the quality of goods he bought with a fixed sum loan from Secure Trust Bank Plc trading as V12 Retail Finance Limited (V12) and he’s unhappy with V12’s response to a claim he raised under section 75 of the Consumer Credit Act 1974 (CCA). What ... (4 pages)View decision -
Decision Reference DRN-4647213
15 Mar 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4647213 The complaint Miss L complains that Secure Trust Bank Plc trading as Moneyway (MW) didn’t carry out sufficient checks to establish she could afford to sustain the repayments before they agreed to lend to her. Miss L is represented by a third party in bringing her complaint. But... (3 pages)View decision -
Decision Reference DRN6012903
29 Jul 2019 Bank of Scotland Plc Not upheldBanking and creditMrs M complains that Bank of Scotland Plc, trading as Halifax (“Halifax”) mis-sold her a packaged bank account (“PBA”) in June 2010. She says she was told that she had to take the account if she wanted to avoid paying overdraft charges, but that she has in fact been paying charges nonethel... (3 pages)View decision -
Decision Reference DRN-4638663
26 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4638663 The complaint Mrs C complains Vanquis Bank Limited hasn’t treated her fairly when considering a connected lender liability claim she brought against it relating to the purchase of a membership to a holiday club. What happened I issued a provisional decision on Mrs C’s complaint... (6 pages)View decision -
Decision Reference DRN-5383736
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5383736 The complaint Mr and Mrs H are unhappy with Barclays Bank UK PLC. They said the removal of the automatic transfer of money facility from one account to another should be suspended for their accounts as they relied on it so heavily for many years. They wanted the suspension t... (7 pages)View decision -
Decision Reference DRN-5468644
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5468644 The complaint Mr A complains that Bank of Scotland plc (BoS) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-5575019
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5575019 The complaint Mr C complains that Revolut Ltd won’t refund money he lost to a scam. Mr C is represented by C. For ease, I’ve referred to comments made by C as though they were made by Mr C. What happened Mr C complains that he made the following card payments as a result of ... (8 pages)View decision
