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 4037 results
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Decision Reference DRN-4492164
15 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4492164 The complaint Mr E complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services, that introduced him to L&C. Mr E also complains that L&C didn’t undertake sufficient due diligence on i... (44 pages)View decision -
Decision Reference DRN-5360851
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5360851 The complaint Mr E is complaining that Revolut Ltd (Revolut) hasn’t agreed to reimburse him for funds he lost to a scam. Mr E has brought his complaint through a professional representative. But for ease I’ll mainly refer to Mr E in my provisional decision. What happened The... (13 pages)View decision -
Decision Reference DRN0199566
24 Feb 2018 HSBC Bank plc UpheldBanking and creditMr H complains HSBC Bank Plc should refund money which he lost as a result of a loan being withdrawn.background Mr H applied for a loan from HSBC. An application was also made for a credit card account and a bank account.As a result of the assurance which Mr H says ... (2 pages)View decision -
Decision Reference DRN1349822
4 Nov 2014 Bank of Scotland Plc Not upheldBanking and creditMiss L complains that Bank of Scotland plc (t/a Halifax) won’t refund a number of disputed transactions that she says she didn’t make or authorise. backgroundIn June 2013 Miss L withdrew £1,000 from her bank account over a Halifax branch counter. She used her debit card to do so, entering ... (2 pages)View decision -
Decision Reference DRN9984370
28 Jul 2020 Close Brothers Limited Not upheldBanking and creditMr R complains about a car he got using a conditional sale agreement through Close Brothers Limited. He says he’s had various issues with the car and wants to reject it.backgroundMr R acquired a used car in March 2018. The car cost £2,695. Mr R paid a total deposit of £500. The rest of th... (4 pages)View decision -
Decision Reference DRN-5834527
27 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5834527 The complaint Mr G complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In October 2024, Mr G acquired a used car using a hire purchase agreement with MotoNovo. The car was nearly nine year... (5 pages)View decision -
Decision Reference DRN-5194321
6 Dec 2024 Close Brothers Limited UpheldConsumer CreditDRN-5194321 The complaint Miss A complains that a used car she acquired through a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’) is of unsatisfactory quality. What happened In February 2023 Miss A took out a cond... (5 pages)View decision -
Decision Reference DRN6934099
7 Nov 2016 James & James Financial Advisers Limited UpheldInvestment and pensionsMr G complains about James & James Financial Advisers Limited (“the business”). He says he was given unsuitable advice to transfer his personal pension plans (PPP) to a self- invested personal pension (SIPP). The SIPP was set up to allow Mr G to invest in an off-p... (7 pages)View decision -
Decision Reference DRN4943587
20 May 2015 Lloyds Bank PLC UpheldBanking and creditMr S complains that Lloyds Bank PLC has lost items it was keeping for him in safe custody.background Mr S signed a safe custody agreement in 2006 and deposited a locked box which was described as holding items of intrinsic value. In May 2014 the box was retrieved ... (2 pages)View decision -
Decision Reference DRN-4991496
20 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4991496 The complaint Mr M complains about not being able to deposit cash into the account he holds with Revolut Ltd, about being charged to use an ATM and about payments being made into his account very late in the day. What happened Mr M opened an account with Revolut at the end ... (4 pages)View decision
