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 4032 results
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Decision Reference DRN-5679566
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5679566 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In or around 2018/19, Mr D received an unsolic... (7 pages)View decision -
Decision Reference DRN-5364881
27 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5364881 The complaint Mr S complains that Lloyds Bank PLC didn't reimburse him after he fell victim to a scam. Mr S is represented in this matter by a claims management company, but for ease of reading I will refer to Mr S throughout this decision. What happened The background ... (6 pages)View decision -
Decision Reference DRN-4376465
29 Sep 2023 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4376465 The complaint Mr M complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services (‘1 Stop’), that introduced him to L&C. Mr M also complains that L&C didn’t undertake sufficient due dil... (48 pages)View decision -
Decision Reference DRN-5575753
3 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5575753 The complaint Ms F has recently reverted to using her maiden name. So, I will refer to her as Ms F throughout this decision, whereas I previously referred to her as Mrs W. Ms F and Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly an... (24 pages)View decision -
Decision Reference DRN-5796912
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5796912 The complaint Mrs S complains Santander UK Plc won’t refund money she lost when she fell victim to an advanced fee job scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In December 2022 Mrs S was th... (5 pages)View decision -
Decision Reference DRN3748844
30 Jun 2014 ProAktive Financial Services Limited UpheldInvestment and pensionsMrs H is represented by a claims management company in bringing her complaint about advice she received from ProAktive Financial Services Limited (“ProAktive”) in 2004 to invest £10,000 in an investment bond. She has said the advice to surrender her existing with-profits bond with ... (7 pages)View decision -
Decision Reference DRN-3091142
6 Oct 2021 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3091142 The complaint 1. Mr H has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), has unfairly turned down his claim under sections 75 and 140A of the Consumer Credit Act 1974 (“CCA”). The background 2. In April 2011 Mr H, alongside h... (75 pages)View decision -
Decision Reference DRN-5762329
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762329 The complaint Ms R and Mr S complain that Barclays Bank UK PLC won’t refund the money they lost as the result of a scam. Ms R and Mr S have been represented in their complaint by a firm of professional representatives. What happened The payment was made from an account held ... (5 pages)View decision -
Decision Reference DRN-5761850
21 Aug 2025 Yorkshire Building Society Not upheldMortgagesDRN-5761850 The complaint Mr A complains about how Yorkshire Building Society (‘YBS’) has administered his mortgage. He disputes the validity of the mortgage agreement, the interest rates applied and the calculation of his contractual monthly payment. Mr A also questions the legality an... (7 pages)View decision -
Decision Reference DRN-4016256
21 Mar 2023 London & Colonial Services Limited UpheldInvestmentsPage 1 of 32The complaint Mr D complains that London & Colonial Services Limited (‘L&C’) accepted his Self-Invested Personal Pension (‘SIPP’) business from The Alliance Partnership s.r.o. (‘TAP’). Mr D complains that L&C didn’t carry out adequate due diligence on TAP and that T... (32 pages)View decision
