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 4028 results
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Decision Reference DRN9268485
18 Mar 2021 Quilter Financial Planning Solutions Limited UpheldInvestment and pensionsMr N’s complaint is that a representative of Positive Solutions (Financial Services) Limited (now Quilter Financial Planning Solutions Limited) gave him unsuitable advice to invest within his self-invested personal pension (SIPP). This complaint is about advice to invest pension fund mone... (25 pages)View decision -
Decision Reference DRN-5536593
6 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5536593 The complaint Mr G complains that Bank of Scotland plc trading as Intelligent Finance (‘Intelligent Finance’) won’t refund the money he lost when he fell victim to a scam. What happened Mr G says that a friend of his introduced him to an investment opportunity involving for... (8 pages)View decision -
Decision Reference DRN-4386383
6 Oct 2023 Mutual Clothing and Supply Company Limited UpheldConsumer CreditDRN-4386383 The complaint Mr S complains Mutual Clothing and Supply Company Limited (“Mutual”) gave him loans which he couldn’t afford to repay because he was on benefits and was self-employed at the time. What happened Mr S took seven loans from Mutual and I’ve outlined a summary of his b... (9 pages)View decision -
Decision Reference DRN-5860503
28 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5860503 The complaint Mrs C complains that Nationwide Building Society won’t refund the money she lost to an investment scam. Mrs C is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-4204761
22 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4204761 The complaint Mrs E complains that HSBC UK Bank Plc won’t reimburse her for the money she lost when she fell victim to an ‘authorised push payment’ (“APP”) safe account scam. What happened I issued my provisional decision on this complaint on 30 March 2023. The background and c... (12 pages)View decision -
Decision Reference DRN-2631321
13 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2631321 The complaint Ms T complains that NewDay Ltd – trading as Aqua – were irresponsible in approving a credit card for her because she thinks it was unaffordable, and she says she was vulnerable due to her poor mental health at the time. When I refer to what Ms T has said, and Aqua... (7 pages)View decision -
Decision Reference DRN-4758081
29 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4758081 The complaint Mr S is unhappy about Barclays Bank UK PLC’s (Barclays) decision not to refund the money he paid for electrical services. What happened The view of 11 April 2024 detailed the background to this complaint. So, I’ll only provide a brief overview of some of the key e... (4 pages)View decision -
Decision Reference DRN-5199237
15 Jan 2025 etika Finance UK Limited Not upheldConsumer CreditDRN-5199237 The complaint Mr D complains that Etika Finance UK Limited was irresponsible when it offered him credit. What happened Etika agreed credit of £327.39 for Mr D in September 2019. The total amount owed was £407.47 to be repaid at £11.32 a month over 36 months. Mr D met his re... (3 pages)View decision -
Decision Reference DRN-5363484
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363484 The complaint Miss S complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened In April 2023 Miss S came across a success story on social media involving crypto trading with an organisation I will refer to as C. She researched into t... (10 pages)View decision -
Decision Reference DRN-5236132
27 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5236132 The complaint Mr M complains that the conditional sale agreement he entered into with Moneybarn No. 1 Limited trading as Moneybarn was unaffordable. He wants 50% of the remaining repayments to be waived for the distress he has been caused. What happened Mr M entered into a c... (4 pages)View decision
