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-4481111
19 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4481111 The complaint Mr A complains that Nationwide Building Society won’t meet his claim for reimbursement of costs he incurred due to fuel contamination in his car. He paid for the fuel using his Nationwide debit card. What happened In May 2023 Mr A used a supermarket pay-at-pump fa... (5 pages)View decision -
Decision Reference DRN6376164
9 Jul 2014 Scottish Friendly Assurance Society Limited UpheldInvestment and pensionsMrs D has complained through a third party adviser that advice she received from a predecessor firm of Scottish Friendly Assurance Society Limited (“Scottish Friendly”) in May 2000 to invest £15,000 in an investment bond was unsuitable for her.Her representative has said she had been told... (4 pages)View decision -
Decision Reference DRN-5253683
4 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5253683 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he w... (3 pages)View decision -
Decision Reference DRN-4987588
28 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4987588 The complaint Mrs I has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cre... (8 pages)View decision -
Decision Reference DRN-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision -
Decision Reference DRN-5739280
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5739280 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr M is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (10 pages)View decision -
Decision Reference DRN-4643720
6 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4643720 The complaint Mr D is unhappy that Santander UK Plc has decided not to refund him after he says he was the victim of an Authorised Push Payment (APP) scam What happened Mr D received a cold call from a company about investing. Prior to the call he had no investment experience. ... (6 pages)View decision -
Decision Reference DRN-5008711
25 Mar 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5008711 The complaint Mr M has complained about the advice he received from St James’s Place Wealth Management Plc (‘SJPWM’) in June and August 2021. He says he has suffered financially as a result and wants the funds repaid to him with interest. What happened Mr M had been a clien... (13 pages)View decision -
Decision Reference DRN-3151523
1 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3151523 The complaint Ms M complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted her application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due... (34 pages)View decision -
Decision Reference DRN7181955
5 Jul 2013 Positive Solutions (Financial Services) Limited UpheldInvestment and pensionsMr C’s complaint concerns the advice given to him by Positive Solutions (Financial Services) Limited (IFA) to invest £230,000 in the Keydata Secure Income Plan issue 4 (of which £7,000 was wrapped as an ISA).backgroundThe circumstances leading to this complaint, and my initial conclusio... (8 pages)View decision
