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 DRN-4603823
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4603823 The complaint Mr M complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this comp... (5 pages)View decision -
Decision Reference DRN8008894
28 Mar 2019 Copperstone Financial Services Ltd UpheldInvestment and pensionsMr and Mrs T complain that Copperstone Financial Services Ltd gave them incorrect advice to invest in risky Business Property Relief investments which wasn’t consistent with their attitude to risk. backgroundMr and Mrs T have had a long-term relationship with their In... (8 pages)View decision -
Decision Reference DRN-4280544
7 Sep 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4280544 The complaint Mr and Mrs W complain that Nationwide Building Society didn’t do enough to protect them when Mr W fell victim to an investment scam. While this case concerns the loss of funds from a joint account owned by both Mr and Mrs W, the payments were instructed by Mr W. H... (5 pages)View decision -
Decision Reference DRN-5747642
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5747642 The complaint Mr E complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in July 2025 to explain why I thought Mr E’s’ complaint should be partially upheld. And I said I’d consider ... (6 pages)View decision -
Decision Reference DRN-3044510
28 Oct 2021 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3044510 The complaint Mr N has complained about the transfer of two personal pensions to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were invested in a property development scheme that has since failed. He holds Wellington Court Financial Services Limited r... (16 pages)View decision -
Decision Reference DRN-6004016
8 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-6004016 The complaint Mr S is unhappy Loans 2 Go Limited trading as Loans 2 Go provided him with three loans that were unaffordable. He was represented in his complaint until July 2025. For ease, I’ve written as if we’ve dealt with him directly throughout. What happened Loans 2 Go... (5 pages)View decision -
Decision Reference DRN4436373
24 Nov 2020 QIC Europe Ltd UpheldInsurance (excluding PPI)Mr H and Miss B, via their representative, Mr B, have complained about their home insurer QIC Europe Limited, in respect of a claim they made when the mains stop-cock at their home burst, flooding the property. background The leak occurred on 15 February 2019. Mr H and Miss B called QIC an... (6 pages)View decision -
Decision Reference DRN-3578492
2 Aug 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3578492 The complaint Miss T complains that HSBC UK Bank Plc (HSBC) won’t refund a payment she made after falling victim to a scam. What happened In 2018, Miss T’s brother introduced her to a work colleague of his, who she was told was good on the stock market. I’ll refer to the work c... (6 pages)View decision -
Decision Reference DRN-5601663
13 Jun 2025 Oakbrook Finance Limited UpheldBanking and PaymentsThe complaint Mr R, who is represented by a third party, complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in providing him with five loans. What happened Mr R was provided with five fixed sum loan agreements between September 2020 and Mar... (5 pages)View decision -
Decision Reference DRN8312114
8 Jul 2019 Bank of Scotland Plc UpheldBanking and creditMr M is unhappy with how Bank of Scotland plc (Halifax) treated him when in financialdifficulty. He also thinks Halifax shouldn’t have allowed him to increase the overdraft on hisaccount as he was already struggling with other credit and couldn’t afford to repay theborrowing.backgroundMr M... (9 pages)View decision
