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-3688081
17 Nov 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3688081 The complaint Mr R complains he was the victim of an investment scam and that Barclays Bank UK PLC didn’t do enough to prevent his loss or to recover his money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (4 pages)View decision -
Decision Reference DRN-5690384
5 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5690384 The complaint Mrs M complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost to an investment scam. Mrs M is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint i... (6 pages)View decision -
Decision Reference DRN7774673
27 Aug 2014 Skipton Financial Services Ltd Not upheldInvestment and pensionsMrs A’s complaint concerns advice that was given to her over a number of years by Skipton Financial Services Ltd (“Skipton" hereafter). She is being represented by a relative, who says the adviser failed to record accurate details of Mrs A’s circumstances, and recommended investment... (8 pages)View decision -
Decision Reference DRN-3892547
11 Jan 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3892547 The complaint Mr M complains that it was unfair of Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (BPF) to give him a loan to fund the purchase of a timeshare membership (“the product”) without checking if he could afford to pay back what he owed an... (7 pages)View decision -
Decision Reference DRN-4926085
4 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4926085 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in a job scam. What happened What Mr K says: Mr K got a message on WhatsApp offering him part time work. This could be done alongside his existing business. He researched the company and co... (8 pages)View decision -
Decision Reference DRN-4888016
8 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4888016 The complaint Mr P complains that Wise Payments Limited won’t refund money he lost when he was a victim of a crypto investment scam. Mr P is being supported by a representative, but for ease, I’ll refer to Mr P throughout this decision. What happened The background to this c... (5 pages)View decision -
Decision Reference DRN-4615362
12 Feb 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-4615362 The complaint Mr M complains about Paragon Bank Plc’s delays when rejecting his ISA and returning his funds. What happened I issued my provisional decision on 13 December 2023, and this is what I said: I’ve considered the relevant information about this complaint. Based on what... (6 pages)View decision -
Decision Reference DRN-4723913
5 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4723913 The complaint Mr P complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (28 pages)View decision -
Decision Reference DRN-4147497
23 Jun 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4147497 The complaint Mr S complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to him. Mr S is being represented by a third party but for ease of reference I have referred to Mr S throughout this decision. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5923333
6 Nov 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5923333 The complaint Mrs H complains about the advice she received from St. James's Place Wealth Management Plc (SJP) recommending she take out an investment bond invested in the Conservative Portfolio. Mrs H says the investment strategy employed by SJP didn’t meet her object... (12 pages)View decision
