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
-
Decision Reference DRN-5303498
9 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5303498 The complaint Mr E complains about the quality of a used car he acquired through a personal contract purchase (‘PCP’) with Lloyds Bank PLC (‘Lloyds’). Mr E says that the car isn’t of satisfactory quality as it broke down in just under six months and he would now like to reje... (4 pages)View decision -
Decision Reference DRN-3504059
31 May 2022 Alexander David Securities Limited UpheldPensions and AnnuitiesDRN-3504059 The complaint Mr W has complained, through his representative, about the shares he bought through Templeton Securities Limited (an appointed representative of Alexander David Securities Limited). The representative has said that the firm’s failings resulted in Mr W investing in... (22 pages)View decision -
Decision Reference DRN-4423093
1 Dec 2023 Prodigy Finance LTD Not upheldConsumer CreditDRN-4423093 The complaint Mr A complains that Prodigy Finance LTD trading as Prodigy Finance irresponsibly gave him a fixed sum loan agreement. What happened In June 2022, Mr A entered into a fixed sum loan agreement with Prodigy Finance. The purpose of the loan was to pay for the tuition ... (5 pages)View decision -
Decision Reference DRN-3619283
28 Jul 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3619283 The complaint Miss C complains that Lloyds Bank PLC won’t refund money she lost, after she said she’d fallen victim to a scam. What happened I issued my provisional decision on this complaint on 29 June 2022. The background and circumstances to the complaint and the reasons why... (6 pages)View decision -
Decision Reference DRN-5600188
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5600188 The complaint Mr W complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that in April to May 2023 he... (9 pages)View decision -
Decision Reference DRN6152087
8 Mar 2016 Phoenix Life Limited UpheldInvestment and pensionsMrs P complains Phoenix Life Limited (Phoenix) mis-sold her a with-profits bond that wasn’t suitable for her in 1999.backgroundThe background and circumstances of this complaint are set out within my provisional decision of 29 January 2015. A copy of this is attached a... (8 pages)View decision -
Decision Reference DRN3803801
8 Mar 2019 Grosvenor Financial Consultants Ltd UpheldInvestment and pensionsMrs H complains that Grosvenor Financial Consultants Ltd (GFC) gave her unsuitable advice to transfer her pensions to a Self-invested Pension Plan so she could then invest in an overseas property development (Harlequin). Mrs H says she did not understand the risk of the ... (14 pages)View decision -
Decision Reference DRN3877935
1 Apr 2020 The Co-operative Bank Plc Not upheldBanking and creditComplaintMr W complains that The Co-operative Bank Plc wrongly reported him to the police. He’s explained the impact this has had on him. He would like money returned to his account and sizeable compensation.BackgroundMr W provided financial advice over many years to a lady who I’ll call M... (3 pages)View decision -
Decision Reference DRN-5244395
12 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5244395 The complaint Mr B complains that Oodle Financial Services Limited was irresponsible in its lending to him. He wants all interest and charges paid refunded along with 8% simple interest and any adverse information regarding this lending removed from his credit file. Mr B is ... (4 pages)View decision -
Decision Reference DRN-4722424
11 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4722424 Complaint Ms C is unhappy that Revolut Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In May 2023, Ms C fell victim to an investment scam. She’d come across an advert on social media aimed specifically at retirees. The advert was from a ... (8 pages)View decision
