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 DRN-4666833
4 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4666833 The complaint Miss W complains HSBC UK Bank Plc didn’t do enough to protect her when she fell victim to an investment scam and won’t refund the money she lost to it. What happened Miss W met a man, who I’ll refer to as the scammer, on an online dating platform. She explained th... (7 pages)View decision -
Decision Reference DRN0150650
25 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr S complains that Barclays Bank Plc (‘Barclays’) didn’t complete international transfers from his Barclays account to his account with a third party bank (‘Account C’). He’s also unhappy that it didn’t close his account when he asked it to.Mr S says the money he wan... (2 pages)View decision -
Decision Reference DRN-5122291
6 Nov 2024 Skyline Direct Limited UpheldConsumer CreditDRN-5122291 The complaint Ms F complains through a representative that Skyline Direct Limited (“Skyline”) provided her with loans she couldn’t afford to repay, and Skyline would’ve known that if it had carried out proportionate checks. What happened A summary of Ms F’s borrowing can be... (8 pages)View decision -
Decision Reference DRN-5497117
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497117 The complaint Mr S complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an advance fee 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 ... (6 pages)View decision -
Decision Reference DRN-3861546
16 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3861546 The complaint Mrs L complains about a hire purchase agreement taken out in her name with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services, to get a brand new car. What happened In March 2017, Mrs L says her husband had a finance agreement in place w... (8 pages)View decision -
Decision Reference DRN6865438
4 Mar 2020 Openwork Limited UpheldInvestment and pensionsMrs P, represented by her daughter Mrs R, complains that Openwork Limited ('Openwork') gave unsuitable advice to buy an Immediate Care Needs annuity (‘the annuity’).Mrs P is suffering from dementia and needs to be looked after in a care home. The objective of Mrs P’s family when ... (20 pages)View decision -
Decision Reference DRN-5506049
15 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5506049 The complaint Mr A complains that Wise Payments Limited didn’t do enough to protect h from the financial harm caused by a job 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... (4 pages)View decision -
Decision Reference DRN-3929484
2 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3929484 The complaint Mrs C complains that NewDay Ltd trading as Aqua (“NewDay”) was irresponsible when it opened a credit card facility for her. What happened NewDay opened a credit card account for Mrs C in January 2020 in with a credit limit of £900. This type of credit was an open-... (3 pages)View decision -
Decision Reference DRN2598853
13 Jun 2013 Care Asset Management Limited UpheldInvestment and pensionsMrs C has complained that she was advised to invest by Care Asset Management Limited in a Keydata product when the provider was already in financial trouble and on the point of entering receivership. Mrs C has also stated that it was not suitable to have invested £100,000 of her capital... (11 pages)View decision -
Decision Reference DRN-3410654
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3410654 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost as a result of a scam. The account used to facilitate the payments is held, jointly, in Mr and Mrs S’s name but the scam only involved Mr S, so I will refer to him throughout un... (13 pages)View decision
