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-5528967
2 May 2025 Plus500UK Ltd UpheldInvestmentsDRN-5528967 The complaint Mr M complains that Plus500UK Ltd failed to support him appropriately once he’d disclosed a vulnerability. He says it told him it would close his account, but let him continue adding funds to support his positions. It then forcibly closed his trades for a loss.... (7 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-4993316
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4993316 The complaint Mr H complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr H says that in early May 2023 he saw an advert on social media about investing with a company I’ll call O in this decision. The advert sa... (9 pages)View decision -
Decision Reference DRN-5345308
24 Feb 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5345308 The complaint Mr M complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to him. He wants his repayments under his hire purchase agreement and the insurance settlement refunded. What happened Mr M took out a hire purchase agreement with SMFL... (4 pages)View decision -
Decision Reference DRN7395052
14 Dec 2020 HSBC UK Bank Plc UpheldBanking and creditComplaint Mr P complains that HSBC UK Bank Plc (“HSBC”) has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the CCA”) in relation to a solar thermal heating system he says was misrepresented to him by the supplier. Background I issued a provisional decision in... (12 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 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 DRN-4586899
3 Feb 2024 Aldermore Bank Plc UpheldConsumer CreditDRN-4586899 The complaint Mr S complains about a number of problems he has experienced with his car (after it was seized by the Police in late June 2022) and about the administration and management of his finance agreement by Aldermore Bank Plc (“Aldermore”) in respect of it. What happened... (6 pages)View decision -
Decision Reference DRN-4859771
20 Jun 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4859771 The complaint Mrs C complains Advantage Finance Ltd (AFL) didn’t sufficiently check whether she could sustain the repayments. And so acted irresponsibly in lending to her as she said the loan was unaffordable. In bringing her complaint Mrs C is represented by a third party. For... (5 pages)View decision -
Decision Reference DRN-5073046
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073046 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision
