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-1844589
8 Jan 2021 Lex Autolease Ltd UpheldConsumer CreditDRN-1844589 The complaint Miss F complains that Lex Autolease Ltd mishandled the termination of a lease for a car which was found to be of unsatisfactory quality. What happened In June 2018, Miss F entered into a three-year hire agreement for a new car. The initial payment was £4,000 with ... (3 pages)View decision -
Decision Reference DRN-3737481
6 Oct 2022 Lloyds Bank PLC UpheldInvestmentsDRN-3737481 The complaint Mr S has complained about the advice he received from Lloyds Bank PLC (‘Lloyds’) to invest into an ISA. He says the advice to invest was unsuitable for him. Mr S has brought his complaint via a third party, but for ease of reference I shall refer to ‘Mr S’ in this... (6 pages)View decision -
Decision Reference DRN-4797822
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4797822 The complaint Mrs A complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency investment scam. Mrs A is being represented by solicitors in this complaint. What happened Mrs A says that in June 2023, she came across an article for an in... (8 pages)View decision -
Decision Reference DRN6248296
15 May 2013 Bank of Scotland Plc UpheldInvestment and pensionsMr G has complained that when he decided to take his pension benefits from two stakeholder pension plans, he was not given advice by Bank of Scotland. He says that this cost him time and as a result he suffered a financial loss. backgroundI issued my provisional decision on 5 April 2013... (5 pages)View decision -
Decision Reference DRN-5868434
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5868434 The complaint Mr B complains that BMW FINANCIAL SERVICES (GB) LIMITED failed to conduct adequate affordability checks before it lent to him, had it done so it would’ve realised he had a poor credit history. He is also unhappy with BMW’s decision to decline a further applicat... (4 pages)View decision -
Decision Reference DRN9980249
3 Oct 2017 AxiCorp Limited Not upheldInvestment and pensionsMr I has complained about various losses suffered on three trading accounts in his name with AxiCorp Limited (“Axitrader”).backgroundIn early 2017 Mr I contacted Axitrader to complain about a number of S&P 500 positions (on one of the three accounts in his name... (6 pages)View decision -
Decision Reference DRN8733186
11 Oct 2019 TSB Bank plc UpheldBanking and creditMr and Mrs W complain that TSB Bank Plc won’t refund a payment of £6,400 taken from their bank account, which they say they didn’t authorise. background Mr W was the victim of a scam in February 2019. He received a phone call from a third party that was able to gain access to his mobile de... (12 pages)View decision -
Decision Reference DRN-2245529
16 Oct 2020 Global Markets Group Limited UpheldInvestmentsDRN-2245529 The complaint Mr O says Global Markets Group Limited (‘GMG’) is responsible for financial losses incurred in his trading account (the ‘account’). He claims compensation for financial loss (including commission payments) and for the trouble and upset the matter has caused him. G... (7 pages)View decision -
Decision Reference DRN-4967402
20 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4967402 The complaint Mr T complains that HSBC UK Bank Plc incorrectly declined a transfer request he made to complete a currency conversion. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr T has a currenc... (4 pages)View decision -
Decision Reference DRN-2972352
16 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-2972352 The complaint Mr C is seeking to recover £307,776 from Clydesdale Bank Plc (“Clydesdale”), which he lost from his account as the result of a third-party scam. Clydesdale says it is not liable for the loss because Mr C unwittingly authorised the payment himself — and it could no... (6 pages)View decision
