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 DRN4774601
23 Dec 2015 Forex Capital Markets Limited Not upheldInvestment and pensionsMr R complains about Forex Capital Markets Limited’s (FXCM) decision to close his account. At the time, Mr R had some floating losses on open positions. When the positions were closed this crystallised significant losses for him. background to complaintMr R opened a... (3 pages)View decision -
Decision Reference DRN-5097216
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5097216 The complaint Mr Y complains Metro Bank PLC registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr Y held an account with Metro. On 11 February 2022 ... (3 pages)View decision -
Decision Reference DRN-2937984
22 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2937984 The complaint Miss G is complaining about Barclays Bank UK PLC trading as Barclaycard for having irresponsibly lent to her. What happened Miss G was accepted for a Barclaycard credit card in September 2017 with a credit limit of £3,800. Barclaycard increased the credit limit in... (4 pages)View decision -
Decision Reference DRN-4980269
22 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4980269 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money (“VM”) has failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I issued a provisional decision on Mr R’s complaint on 24 July 2024, a copy of whic... (12 pages)View decision -
Decision Reference DRN-5606966
13 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5606966 The complaint Mr B complains through a representative that Black Horse Limited (“Black Horse”) gave him finance without carrying out adequate affordability checks. Had it done better checks it would’ve seen that the finance wasn’t affordable. For ease of reading, I’ve refer... (6 pages)View decision -
Decision Reference DRN-3399957
12 Jul 2022 Tier One Capital Ltd UpheldInvestmentsDRN-3399957 The complaint Mr T complains that Tier One Capital Ltd (‘TOC’) gave him unsuitable advice when they recommended him multiple times to invest in the West Auckland (WA) Project, a private funding circle (PFC) investment. Mr T invested both from personal funds and later through hi... (8 pages)View decision -
Decision Reference DRN-5971785
25 Nov 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5971785 The complaint Miss D complains that Remitly U.K., Ltd won’t refund her the money she lost in a work tasks scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I haven’t repeated them in detail here. Instead, I’ve summarised what... (3 pages)View decision -
Decision Reference DRN7945214
20 Nov 2020 Allied Irish Banks Plc UpheldBanking and creditMr C is unhappy Allied Irish Banks Plc (AIB) rejected his claim under section 75 of the Consumer Credit Act 1974. background In July 2018, Mr C bought a used car on his credit card for £2,505. And the mileage of the car was around 93,000. Soon after the purchase, Mr C drove to another coun... (5 pages)View decision -
Decision Reference DRN-4465501
15 Mar 2024 Jade Independent Financial Advisers Limited UpheldInvestmentsDRN-4465501 The complaint Mr and Mrs E complain that the investment portfolio they took out following advice from Jade Independent Financial Advisers Limited (‘Jade’) has performed poorly and they’ve suffered a loss as a result. They also complain they’ve not received any documentation or ... (6 pages)View decision -
Decision Reference DRN7597152
14 Sep 2017 Shawbrook Bank Limited Not upheldBanking and creditMiss B acquired household fixtures and a driveway in March 2014, by means of a fixed sum loan agreement with Shawbrook Bank Limited. She says these acquisitions have exhibited a series of faults since they were installed, and she complains that they were not of sat... (8 pages)View decision
