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-5699610
14 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699610 The complaint Ms W is complaining about Moneybarn No.1 Limited. She says they shouldn’t have lent to her as the loan was unaffordable. A representative has raised the complaint on Ms W’s behalf but for ease I’ve written as if we’ve dealt directly with Ms W. What happened In... (3 pages)View decision -
Decision Reference DRN-3726182
23 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3726182 The complaint Mr H is unhappy HSBC UK Bank Plc won’t refund the money he lost as the result of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that Mr H was the victim of a saf... (7 pages)View decision -
Decision Reference DRN-3865918
10 Mar 2023 MacArthur Denton Asset Management Limited UpheldPensions and AnnuitiesDRN-3865918 The complaint Ms M says MacArthur Denton Asset Management Limited (‘MDAML’) gave her unsuitable advice to move her Aviva personal pension (and Individual Savings Account (‘ISA’)) to Transact in 2019. What happened Three of our investigators issued views in this complaint, follo... (14 pages)View decision -
Decision Reference DRN2097240
19 Jun 2020 Fairway Financial Consultancy Not upheldInvestment and pensionsMr S, through his representatives, complains about the advice he was given by Fairway Financial Consultancy in relation to transferring his personal pension into a self-invested personal pension (SIPP). Mr S’s intention was to invest these funds into overseas property with Harlequin Proper... (13 pages)View decision -
Decision Reference DRN3761114
1 Mar 2019 Lloyds Bank PLC Not upheldBanking and creditMiss L is unhappy regarding the charges applied by Lloyds Bank Plc to her account for overdraft fees and interest.backgroundMiss L says Lloyds is treating her unfairly by applying charges to her bank account for overdraft fees and interest and can’t meet the demand put... (3 pages)View decision -
Decision Reference DRN-5210313
13 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5210313 The complaint Mr K, who is represented, is unhappy that Revolut Ltd won’t reimburse him funds he lost after falling victim to a job fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr K received a... (6 pages)View decision -
Decision Reference DRN1033725
3 Dec 2020 Barclays Bank UK PLC Not upheldInvestment and pensionsMr and Mrs B’s complaint against Barclays Bank UK PLC is about investments they were advised to make in 1999 and 2000. background Mr and Mrs B met a Barclays adviser in January 1999. The adviser recommended that Mr and Mrs B invest in a Barclays discretionary managed portfolio. They invest... (4 pages)View decision -
Decision Reference DRN-4912768
17 Jul 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-4912768 The complaint Mr C complains that Curtis Banks Limited (‘CBL’) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due diligence on the introducer and intended investments, causing him a financial - .... (38 pages)View decision -
Decision Reference DRN-3786402
24 Nov 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3786402 The complaint Miss O complains that Starling Bank Limited has registered a marker at CIFAS, the national fraud database. What happened Miss O says she opened an account with Starling Bank to continue her online selling of goods. She says she didn’t know that payments into her a... (3 pages)View decision -
Decision Reference DRN-3024459
20 Sep 2021 Smith & Pinching Financial Services Ltd UpheldInvestmentsDRN-3024459 The complaint The Trust (‘T’) says Smith & Pinching Financial Services Ltd (‘S&P’) gave its settlor (‘S’), also a trustee, unsuitable advice in 2006 to invest 40% of a settled Discounted Gift Trust (‘DGT’) portfolio in the Glanmore Property Fund (‘Glanmore’). T says the... (6 pages)View decision
