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 4009 results
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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-2104855
5 Mar 2021 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-2104855 The complaint Mr P complains that Clydesdale Financial Services Limited refused to let him reject a faulty car. What happened On 30 May 2019 Mr P acquired a second-hand car costing £6,000 funded by a deposit of £1,000 and the balance with a conditional sale agreement. It was so... (4 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-5168032
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5168032 The complaint Mr M complains that HSBC UK Bank Plc failed to protect him from falling victim to a scam. Mr M also complains that HSBC won’t reimburse his full loss. What happened Mr M explains that in 2023 he was contacted over the phone about investing via an online platfo... (4 pages)View decision -
Decision Reference DRN3532748
23 Jan 2019 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMr N complains that a car he acquired through a hire purchase agreement financed by Mercedes-Benz Financial Services UK Limited wasn’t of satisfactory quality. backgroundOn 18 December 2018 I issued a provisional decision on Mr N’s complaint. After considering all of t... (13 pages)View decision -
Decision Reference DRN-3916128
20 Apr 2023 AutoMoney Limited Not upheldConsumer CreditDRN-3916128 The complaint Miss B complains AutoMoney Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. She also complains the agreement was unaffordable for her. What happened In January 2022, Miss B acquired a used car using a hire purcha... (4 pages)View decision -
Decision Reference DRN-5490394
9 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5490394 The complaint Mr I complains that Santander UK Plc (‘Santander’) won’t refund the money he lost as the result of a scam. What happened Mr I saw an investment advertised online for a company I’ll refer to as P. The investment involved cryptocurrency. Mr I says he was promise... (3 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 DRN-3816547
25 Nov 2022 City Credit Capital (UK) Ltd UpheldInvestmentsDRN-3816547 The complaint Mrs C and Mr Y complain that City Credit Capital (UK) Ltd (CCC) allowed them to trade Contracts for Differences (CFDs) even though it wasn’t appropriate for them. They also complain that it should’ve warned them that trading CFDs wasn’t appropriate. They say that ... (10 pages)View decision -
Decision Reference DRN-2352430
14 Jan 2021 Regency Investment Services Limited UpheldInvestmentsDRN-2352430 The complaint Mrs K, via her representative Mr R, complains that Regency Investment Services Limited (Regency) did not offer her suitable advice as her personal circumstances were not fully considered. Mr R has said that the charges were excessive and not fully disclosed to Mrs... (7 pages)View decision
