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 4014 results
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Decision Reference DRN-3061184
5 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3061184 The complaint Mr G complains that HSBC UK Bank Plc recorded a default on his credit file in error. What happened Mr G said he closed an account he had with HSBC in October 2018. He said he then received communication from a debt management company, W, which said he owed £251. M... (5 pages)View decision -
Decision Reference DRN3051186
13 Nov 2015 Caledonia Asset Management Limited Not upheldInvestment and pensionsMr O’s complaint is about advice given by Caledonia Asset Management Limited (Caledonia) to invest in Arch cru.backgroundIn May 2008 Caledonia advised Mr O to invest £25,000 in the Arch cru Investment Portfolio. The investment was made as part of Mr O’s self invested... (3 pages)View decision -
Decision Reference DRN-5637893
24 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637893 The complaint Mr C and Ms F’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (12 pages)View decision -
Decision Reference DRN-2093549
20 Aug 2020 FirstRand Bank Limited UpheldConsumer CreditDRN-2093549The complaintMr R is complaining that a van FirstRand supplied him under a hire purchase agreement wasn’t of satisfactory quality. What happenedIn November 2016 Mr R entered into a hire purchase agreement with FirstRand to acquire a van. The van’s cash price was around £12,000, ... (7 pages)View decision -
Decision Reference DRN-4532952
30 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4532952 The complaint Mr K has complained that Barclays Bank UK PLC won’t refund transactions he says he didn’t make or otherwise authorise. What happened In spring 2023, a series of card transactions were made from Mr K’s Barclays account to a social media platform over the course of ... (4 pages)View decision -
Decision Reference DRN3363506
17 Feb 2015 The Royal Bank of Scotland Group Independent Financial Services Limited Not upheldInvestment and pensionsMr and Mrs R have complained about their discretionary managed portfolios that were recommended by The Royal Bank of Scotland Group Independent Financial Services Limited ("RBS"). They consider the portfolios were unsuitable.Mr and Mrs R are using the services of a third party ... (4 pages)View decision -
Decision Reference DRN-3748751
14 Nov 2022 Lloyds Bank PLC UpheldInvestmentsDRN-3748751 The complaint Mr and Mrs K complain about advice they received from Lloyds Bank PLC (Lloyds) to invest £70,000 into ISAs and a joint Unit Trust in 2000 . They also complain about advice they received to invest £12,000 into a guaranteed stock market bond (GSMB) in 2001. What hap... (10 pages)View decision -
Decision Reference DRN-5055938
3 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5055938 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties, so I’ll only refer t... (7 pages)View decision -
Decision Reference DRN-5088034
17 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5088034 The complaint Mr N has complained about Creation Consumer Finance Ltd (“Creation”) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (‘... (8 pages)View decision -
Decision Reference DRN-3299329
25 Mar 2022 Helm Godfrey Partners Ltd UpheldPensions and AnnuitiesDRN-3299329 The complaint Mr Y complains that he was given unsuitable investment advice by Helm Godfrey Partners Ltd (“Helm Godfrey”). He’s said the investment it recommended for part of his SIPP (Self Invested Personal Pension) presented a higher degree of risk than he had agreed to take.... (20 pages)View decision
