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-2901809
31 Jan 2022 Barclays Bank UK PLC Not upheldInvestmentsDRN-2901809 The complaint Mr N’s complaint is about investment advice from Barclays Bank UK PLC (‘Barclays’ or ‘Barclays UK’) in late 2015, about that advice leading to an investment portfolio that began around January 2016 and about the management of that portfolio until it was liquidated... (17 pages)View decision -
Decision Reference DRN-4986248
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4986248 The complaint Miss B is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Miss ... (10 pages)View decision -
Decision Reference DRN-2432693
16 Dec 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2432693 The complaint Mrs R is unhappy that Lloyds Bank PLC didn’t process a cheque which she submitted via the bank’s mobile banking app. What happened In May 2020, Mrs R deposited a cheque for £750 using Lloyds’ banking app on her mobile phone. Lloyds were unable to process this cheq... (2 pages)View decision -
Decision Reference DRN8857910
23 Dec 2014 Greystone Financial Services Limited UpheldInvestment and pensionsMr N’s complaint, in summary, is that the recommendation given by Greystone Financial Services Limited in 2008 and subsequently, to invest in the ARM Assured Income Plan was not suitable for him.backgroundOn Greystone’s advice, Mr N invested about £150,000 in the ARM plan in March 200... (8 pages)View decision -
Decision Reference DRN2790710
29 Aug 2018 The Co-operative Bank Plc Not upheldBanking and creditMr W complains about how The Co-operative Bank Plc (“Co-op”) dealt with his concerns about a cheque which was taking a long time to clear. backgroundMr W said that he paid a cheque in to Co-op on 10 May. He used a third party company which accepts cheques for his bank.... (3 pages)View decision -
Decision Reference DRN-4221351
30 Oct 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4221351 The complaint Mr J complains American Express Services Europe Limited (Amex) says it returned payments to the third party who deposited monies into his credit card account, but these weren’t ever received. What happened Mr J says four payments were deposited to his credit card ... (2 pages)View decision -
Decision Reference DRN-3317009
4 Mar 2022 Sytner Group Ltd UpheldConsumer CreditDRN-3317009 The complaint Mr H complains that Sytner Group Ltd mis-sold hire purchase agreements taken out by him around matters of negative equity, excess mileage allowances and voluntary termination rights. What happened Mr H entered into three hire purchase agreements with a finance pro... (5 pages)View decision -
Decision Reference DRN-4366076
29 Jan 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4366076 The complaint Mr G complains about the quality of a used car that was supplied to him through a conditional sale agreement with Moneybarn No. 1 Limited (MBL). What happened In May 2022, Mr G acquired a used car through a conditional sale agreement with MBL. The car was about si... (5 pages)View decision -
Decision Reference DRN4944785
18 Aug 2020 Blue Motor Finance Ltd UpheldBanking and creditMr I complains that Blue Motor Finance Ltd (“Blue”) took possession of the car it had supplied to him under a hire purchase agreement, when it ought not to have done so.backgroundIn April 2016 Mr I entered into a hire purchase agreement for a used car. Mr I had a complaint about the qualit... (4 pages)View decision -
Decision Reference DRN5775003
20 Mar 2020 Santander UK Plc Not upheldBanking and creditMiss G complains about Santander UK Plc’s refusal to give her the refund she has asked it for. backgroundMiss G was overseas and needed urgent dental treatment. She paid two deposits on account for two different sets of dental treatment. She had one lot of treatment, which she said wasn’t ... (5 pages)View decision
