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 3981 results
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Decision Reference DRN5116810
21 Aug 2018 Bank of Scotland Plc Not upheldInvestment and pensionsMr J has complained about advice he received from Bank of Scotland plc (trading as Halifax) to invest in a Guaranteed Investment Plan (GIP). He’s represented by a third party. backgroundMr J met with a Halifax advisor in 2009 having received money from the estate of... (2 pages)View decision -
Decision Reference DRN-4597342
16 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597342 The complaint Mrs L complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs L says: Mrs L is represented by a third-party firm of solicitors. She says she was in a low paid job and her hours had been cut – so she was struggling. In De... (6 pages)View decision -
Decision Reference DRN4972007
29 Aug 2019 Bank of Scotland Plc UpheldBanking and creditMiss D complains that Bank of Scotland plc unfairly recorded a default on her credit file, which adversely affected her ability to secure a mortgage.backgroundIn November 2013 Miss D rang Bank of Scotland (trading as Halifax) to arrange a temporary hold on her credit card repayments as she... (4 pages)View decision -
Decision Reference DRN-5916961
4 Nov 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5916961 The complaint Mr L complains about a car supplied to him using a hire agreement with Alphabet (GB) Ltd (“Alphabet”). What happened In February 2024, Mr L acquired a car using a hire agreement with Alphabet. The initial rental payment was £1,005.24, followed by 23 regular, m... (3 pages)View decision -
Decision Reference DRN-4701246
13 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4701246 The complaint Mr H complains that HSBC UK Bank Plc (“HSBC”) won’t refund him money, which he believes he lost as the result of an Authorised Push Payment (“APP”) scam. Alongside this, Mr H also complains about how HSBC handled his complaint. What happened The background to this... (3 pages)View decision -
Decision Reference DRN-4074400
21 Jul 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4074400 The complaint Miss R complains that HSBC UK Bank Plc closed her account and recorded a marker against her with the fraud prevention agency CIFAS. She’d like the marker removed. What happened Miss R has appointed representatives for this complaint, but for ease of reading I’ll s... (3 pages)View decision -
Decision Reference DRN6551170
28 Dec 2018 Lloyds Bank PLC Not upheldInvestment and pensionsIn summary, Mrs L complains that investment advice given to her by Lloyds Bank PLC was unsuitable. She says: she was advised to invest too soon after going through a significant change in personal circumstances she was not given sufficient time to consider the rec... (4 pages)View decision -
Decision Reference DRN-4879426
23 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4879426 The complaint Mr G complains Clydesdale Bank Plc (trading as Virgin Money) registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr G opened an account with Virgin Money in August 2023. On 22 September a £70 cre... (3 pages)View decision -
Decision Reference DRN2924953
7 Nov 2016 James & James Financial Advisers Limited UpheldInvestment and pensionsMrs G complains about James & James Financial Advisers Limited (“the business”). She says she was given unsuitable advice to transfer her self-invested personal pension plan (SIPP) to a new SIPP. This was set up to allow Mrs G to invest in an off-plan hotel developme... (7 pages)View decision -
Decision Reference DRN4279410
6 Sep 2017 TSB Bank plc Not upheldBanking and creditMr D is unhappy that TSB Bank Plc won’t refund a payment he sent to a TSB bank account. It turned out the payment was part of a scam and Mr D wants TSB to refund this money to him and pay him compensation. backgroundMr D received emails regarding a job offer in the ... (2 pages)View decision
