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 DRN4645199
4 Apr 2014 Central Markets (London) Limited Not upheldInvestment and pensionssummary of complaintMr G and Mr H’s complaint about Central Markets (London) Limited (CML) is as follows: They “were pressurised into trades that had no strategy behind them except to generate commission for the broker”. They had € 240,000 available for purchasing low risk investmen... (13 pages)View decision -
Decision Reference DRN-4284982
18 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4284982 The complaint Mr S is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr S is represented in this complaint by a solicitor, for simplicity I will refer to Mr S throughout this decision, even when referencing what h... (6 pages)View decision -
Decision Reference DRN-4507764
19 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4507764 The complaint Mr G complains that HSBC UK Bank Plc didn’t do enough to protect him when he was the victim of a job scam. Mr G is being supported by a representative, but for ease, I’ll refer to Mr G throughout this decision. What happened The background to this complaint is wel... (5 pages)View decision -
Decision Reference DRN8054249
26 Feb 2020 Lloyds Bank PLC UpheldBanking and creditMr W is unhappy that Lloyds Bank PLC has refused to refund £50,000 lost as part of a scam. He believes the bank should have done more to prevent him falling victim to the scam in the first place.backgroundI issued a provisional decision on Mr W’s complaint on 20 November 2019. After consi... (12 pages)View decision -
Decision Reference DRN-3880557
4 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3880557 The complaint Mrs A complains about delays and service issues when trying to withdraw her money from Santander UK Plc. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs A had a bank account with Santan... (4 pages)View decision -
Decision Reference DRN6032165
16 Dec 2020 S4 Financial Ltd Not upheldInvestment and pensionsMr O has complained about advice he received from S4 Financial Ltd to invest in the Quorum 8 Enterprise Zone Trust (EZT) Property Syndicate in October 2005. In particular, Mr O has said that the individual investment wasn’t suited to his balanced risk profile, and that, in recommending the... (44 pages)View decision -
Decision Reference DRN-5922196
3 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5922196 The complaint Mr M is unhappy Revolut Ltd won’t refund payments he made as part of a scam. What happened In early 2024 Mr M met someone on a dating app and started corresponding with them. Eventually the conversation turned to investments and the money that could be made thr... (8 pages)View decision -
Decision Reference DRN-3272547
7 Mar 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3272547 The complaint Mr B complains that Westerby Trustee Services Limited (“Westerby”) should not have accepted investments into his Self-Invested Personal Pension (“SIPP”) without carrying out the necessary checks. What happened Westerby has been represented by two law firms for per... (38 pages)View decision -
Decision Reference DRN-3555902
8 Jul 2022 Nationwide Building Society Not upheldMortgagesDRN-3555902 The complaint Mr F, represented by his solicitors, complains that Nationwide Building Society treated him unfairly by overcharging him interest on his mortgage. What happened Mr F took out a mortgage with Nationwide in April 2008. The mortgage was taken out on Nationwide’s Base... (17 pages)View decision -
Decision Reference DRN-4288977
5 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4288977 The complaint Mrs V complains that TSB Bank plc haven’t completed a transfer of her cash Individual Savings Account (ISA) to a third party bank in a timely manner. What happened Mrs V says that she has a cash ISA with TSB and she wanted to transfer this to a third party provide... (3 pages)View decision
