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-5498270
24 Apr 2025 Lendable Ltd UpheldConsumer CreditDRN-5498270 The complaint Mr G complains that Lendable Ltd was irresponsible in its lending to him. Mr G is represented by a third-party but for ease of reference I have referred to Mr G throughout this decision. What happened Mr G was provided with a £3,000 loan by Lendable in October ... (3 pages)View decision -
Decision Reference DRN-3134895
15 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3134895 The complaint and background Mr and Mrs M complain about their bank, HSBC UK Bank Plc. They say the bank failed to protect them from financial harm caused by a cryptocurrency scammer Xtraderfx. As Mr M had all the dealings with HSBC UK Bank Plc, for ease of reading, I’ll refer ... (10 pages)View decision -
Decision Reference DRN-3776602
17 Nov 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3776602 The complaint Mr J complains that Nationwide Building Society has held him responsible for disputed transactions and registered a fraud prevention marker against him. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat th... (4 pages)View decision -
Decision Reference DRN-5044967
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5044967 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN6536379
25 Jul 2017 Central Markets (London) Limited UpheldInvestment and pensionsMr T complains that the advice Central Markets (London) Limited (“Central Markets”) gave him to invest in Contract for Difference (“CFDs) was unsuitable. He says that the risk of CFD trading was misrepresented, the commissions charged weren’t fully explained, and the... (5 pages)View decision -
Decision Reference DRN-3308589
16 May 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3308589 The complaint Mr S has complained about the transfer of two personal pensions to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were put into property-based investments that appear to have failed. He holds Wellington Court Financial Services Limited re... (16 pages)View decision -
Decision Reference DRN-3036497
8 Sep 2021 Al Rayan Bank PLC UpheldMortgagesDRN-3036497 The complaint Mr U complains about a Home Purchase Plan (HPP) he agreed with Al Rayan Bank PLC (Al Rayan) for the purchase of his flat. He says he was charged £2,600 more than had been agreed for Al Rayan’s legal costs. He also complains that he was required to provide Al Rayan... (6 pages)View decision -
Decision Reference DRN-5076835
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5076835 The complaint Mr O complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened and f... (7 pages)View decision -
Decision Reference DRN-4483900
22 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4483900 The complaint Mr O 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... (10 pages)View decision -
Decision Reference DRN-5402947
1 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5402947 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr W is represented by a third party but for ease of reference I have referred to Mr W throug... (4 pages)View decision
