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 DRN6156560
28 Nov 2016 Bank of Scotland Plc Not upheldBanking and creditMr M’s complained Bank of Scotland plc, trading as Halifax, (‘Halifax’) refused to refund a disputed transaction and closed his account.backgroundMr M said he lost his wallet containing his debit card on 10 June. He reported the loss to Halifax on the same day and ... (2 pages)View decision -
Decision Reference DRN-5067975
27 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5067975 The complaint Mr T complains that TSB Bank plc refuses to refund his loss. What happened The background to this complaint is well-known to both parties so I’ll only provide a summary of the events that led to this complaint. In or around September 2023 Mr T was looking to ... (4 pages)View decision -
Decision Reference DRN-4427884
6 Nov 2023 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4427884 The complaint Mrs A complains about her mortgage with Mortgage Agency Services Number Five Limited (MAS5). This complaint was originally prompted because Mrs A’s mortgage had reached the end of its interest only term, she was unable to repay the capital and MAS5 refused a term ... (75 pages)View decision -
Decision Reference DRN6141654
1 Mar 2016 Financial Limited UpheldInvestment and pensionsMiss M’s complaint is about the advice she was given by a representative of Financial Limited in 2007 to surrender an existing investment bond and put the proceeds (along with some additional money) into another bond. backgroundThe background to this complaint is set ... (10 pages)View decision -
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 DRN7068964
5 Dec 2013 Positive Solutions (Financial Services) Limited UpheldInvestment and pensionsK821x complaintMr and Mrs A complained about a number of issues with regards to Positive Solutions (Financial Services) Limited’s handling of their affairs, as bullet pointed below: Allowing Mr A’s life cover with Provider A to lapse The recommendation of Provider B as a suitable ... (5 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-4984013
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4984013 Complaint Mr B is unhappy that Revolut Ltd didn’t refund his losses after he told it he’d fallen victim to an investment scam. Background In 2022, Mr B began exploring cryptocurrency investment opportunities and came across an online advertisement for a company, referred to ... (7 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
