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-2521958
26 Jan 2021 Secure Trust Bank Plc UpheldConsumer CreditDRN-2521958 The complaint Mr S complains Secure Trust Bank Plc trading as Moneyway (STBP) supplied him with an unsatisfactory car that has repeatedly failed. He asks for satisfactory repairs to be carried out or that he be allowed to reject the vehicle. What happened I set out the backgrou... (7 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 DRN5840544
9 Oct 2017 Casheuronet UK LLC Not upheldBanking and creditMr R has complained about loans he took out with CashEuroNet UK LLC trading as Quick Quid (“Quick Quid”). He says the loans were unaffordable.background The background to the complaint was set out in my provisional decision dated 7 July 2017, a copy of which is attached... (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 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 DRN2960710
12 Jun 2019 Clydesdale Bank Plc UpheldBanking and creditMr T complains that Clydesdale Bank Plc has made mistakes in the way it has managed his mortgage account. He complains that Clydesdale:- has been recording his mortgage as being in default, even though he was discharged from bankruptcy in 2011;- didn’t do enough to ... (4 pages)View decision -
Decision Reference DRN7930566
30 Sep 2014 Sesame Limited UpheldInvestment and pensionsMr and Mrs F consider that they were mis-sold an offshore investment bond by J H International Consultancy Ltd in 2001 (a representative of Sesame Limited at the time). They have stated that they were not advised beforehand that this was an unregulated collective investment scheme (UCIS)... (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 -
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-4708566
13 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4708566 The complaint Mr W is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. I... (4 pages)View decision
