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-3660678
23 Aug 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3660678 The complaint Mr P complains that Halifax Share Dealing Limited recalled funds due to its security processes and this led to a delay and inconvenience when he was trying to purchase a car. What happened Mr P wanted to cash in two stocks and shares ISAs he held on Halifax’s plat... (3 pages)View decision -
Decision Reference DRN-3026278
9 Mar 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3026278 The complaint Ms J complains that Marks & Spencer Financial Services plc refuses to refund transactions made using her Mastercard credit card to a fraudulent binary options trading company. What happened On 4 May 2017, Ms J was cold called by a broker representing Stern Opt... (7 pages)View decision -
Decision Reference DRN1553960
6 Jun 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMr W complained about Kingswood Financial Advisors. He said he was given unsuitable advice to transfer his pension plans to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr W to invest in a Harlequin off-plan hotel development in the Caribbean.b... (8 pages)View decision -
Decision Reference DRN8477354
22 Apr 2021 Barclays Bank UK PLC UpheldBanking and creditMr S has complained Barclays Bank UK PLC won’t refund transactions he didn’t authorise. background In 2013 Mr S opened a business current account with Barclays. A cheque for nearly £169,000 was deposited within a couple of weeks. This was money Mr S had received from an inheritance. His in... (6 pages)View decision -
Decision Reference DRN-5321318
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5321318 The complaint Mr O complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as follows. I... (10 pages)View decision -
Decision Reference DRN-4141640
29 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4141640 The complaint Mr H is unhappy that Santander UK Plc (“Santander”) won’t refund all the money he’s lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in su... (8 pages)View decision -
Decision Reference DRN-3371614
15 Mar 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3371614 The complaint Mr H complains Santander UK Plc won’t refund money he paid to someone who he employed to carry out landscaping work. What happened I issued my provisional decision on this complaint on 9 December 2021. I wanted to give both parties a chance to submit any further i... (7 pages)View decision -
Decision Reference DRN-2897676
5 Oct 2021 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-2897676 The complaint Mr A complains that a hire agreement he had for a car with Hitachi Capital (UK) Plc was unfairly terminated, with the car being repossessed. This complaint has been brought by a relative on behalf of Mr A but, for ease of reference, I will only refer to Mr A as it... (4 pages)View decision -
Decision Reference DRN-3710123
22 Feb 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3710123 The complaint Mr H complains that Bank of Scotland plc trading as Halifax 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 Mr H was a victim of an investment... (5 pages)View decision -
Decision Reference DRN7123282
1 Sep 2016 LLP Services Ltd UpheldInvestment and pensionsMrs W’s complaint against Bespoke Financial Planning (an appointed representative of LLP Services Ltd which is responsible for the advice) is that it provided unsuitable advice to her to invest in the Connaught Income Series One Fund. She is also concerned that she was ... (31 pages)View decision
