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 DRN1256575
21 Aug 2020 Insight Financial Associates Limited UpheldInvestment and pensionsMr R complained about advice given by Insight Financial Associates Limited (Insight) totransfer his personal pension plan to a self invested personal pension (SIPP) with a newprovider. The fund was then invested an overseas property development.backgroundMr R is complaining about advice gi... (13 pages)View decision -
Decision Reference DRN-3797476
23 Jun 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3797476 The complaint Mr H complains that HSBC UK Bank Plc (HSBC) has refused to refund the money he has lost following him falling victim to a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5706686
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706686 The complaint Mr P’s complaint is, in essence, that First holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (17 pages)View decision -
Decision Reference DRN-5007454
7 Sep 2024 Zodiac Partners Ltd Not upheldInvestmentsDRN-5007454 The complaint Mr R complains that Zodiac Partners Limited (‘Zodiac’) failed to pass on details of an agreement that he’d reached with them to a third-party broker about delaying the close out on his spread betting and futures positions in the result of a margin call. Mr R wo... (7 pages)View decision -
Decision Reference DRN3049699
9 Apr 2015 Lloyds Bank PLC Not upheldInvestment and pensionsMrs T has complained that advice she received from Lloyds Bank PLC (“Lloyds”) in August 1991 to invest £200.00 per month in an endowment savings plan was unsuitable for her. She is represented in her complaint by a third party adviser, who has said that: Mrs T ... (3 pages)View decision -
Decision Reference DRN-2379337
27 Nov 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2379337 The complaint Mr B complains that Tesco Personal Finance PLC has treated a transaction as a cash transaction, when he says it doesn’t fall within Tesco’s definition of cash transactions. He also raised questions over how he was notified of what counts as a cash transaction. Wha... (5 pages)View decision -
Decision Reference DRN-4562797
6 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4562797 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the investigator. The facts abou... (3 pages)View decision -
Decision Reference DRN-3372016
30 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3372016 The complaint Mr M has complained about the transfer of his personal pension to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were put into an overseas property-based investment that appears to have failed. He holds Wellington Court Financial Services... (16 pages)View decision -
Decision Reference DRN2235110
26 Jun 2013 Banco Bilbao Vizcaya Argentaria SA Not upheldBanking and creditMr S and Mrs T say Banco Bilbao Vizcaya Argentaria SA (“the bank”) is wrong to hold them responsible for a number of transactions made using their credit card account. The account is in Mr S’s name and Mrs T is an additional cardholder on the account. The disputed transactions were made... (2 pages)View decision -
Decision Reference DRN0175768
3 May 2019 TSB Bank plc UpheldBanking and creditMr G is unhappy with TSB Bank plc’s decision to not refund him after he lost money as a result of a scam.background I set out the background to this complaint in the provisional decision issued on 22 March 2019. The facts of the case and available information have... (19 pages)View decision
