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 DRN3536090
19 Mar 2018 CMC Markets UK plc Not upheldInvestment and pensionsMr B complains that CMC Markets UK plc (CMC) didn’t stop him losing money trading in contracts for difference (CFDs). He thought he’d signed up for a managed account which would prevent that happening. He also complained CMC allowed him to pay money into his account... (3 pages)View decision -
Decision Reference DRN-5820764
13 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5820764 The complaint Miss N complains that Clydesdale Bank Plc, trading as Virgin Money, blocked access to all her accounts following the opening of a new account. Upon providing the necessary information to Virgin, the blocks remained in place for an unnecessary period. What happ... (3 pages)View decision -
Decision Reference DRN-4804886
3 Jun 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4804886 The complaint Ms B complains Advanced Payment Solutions Limited, trading as Cashplus (“Cashplus”) blocked and closed her account - and that it withheld her funds. Ms B says Cashplus’ actions have caused her substantive distress and inconvenience. What happened The details of th... (3 pages)View decision -
Decision Reference DRN-5211955
7 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5211955 The complaint Mr B complains that Black Horse Limited was irresponsible in its lending to him. He wants all interest and fees he paid under his agreement to be refunded along with statutory interest and compensation for the stress and inconvenience he has been caused. Mr B i... (3 pages)View decision -
Decision Reference DRN1189474
23 Mar 2020 Quilter Financial Planning Solutions Limited Not upheldInvestment and pensionsMrs W complains about the actions of a Mr S. She says she believed she was entering a peer-to-peer lending scheme through him but most of the money she paid hasn’t been returned. She says Quilter Financial Planning Solutions Limited is responsible for her loss because Mr S was acting on it... (15 pages)View decision -
Decision Reference DRN1573119
18 Dec 2015 Lloyds Bank Private Banking Limited Not upheldInvestment and pensionsMr and Mrs M complain that the advice they received from Lloyds Bank Private Banking Limited to liquidate their investment portfolio was unsuitable. The complaint is brought on their behalf by their daughter.backgroundDuring a meeting in 2012, Mr and Mrs M’s attitude t... (3 pages)View decision -
Decision Reference DRN4606383
7 Aug 2017 The Co-operative Bank Plc Not upheldBanking and creditMr S complains The Co-operative Bank Plc (“Co-op”) won’t refund a payment he says he was tricked into making. backgroundMr S called Co-op to make a transfer of £1,200. He believed he was sending money to a landlord for a deposit on a rental property. But a few days ... (2 pages)View decision -
Decision Reference DRN-5164224
22 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5164224 The complaint Mr L complains that BMW Financial Services (GB) Limited (BMWFS) didn’t provide an invoice to demonstrate that a car he was financing through an agreement with them, had a zero VAT rating. He says that BMWFS discriminated against him under the Equality Act (2010... (4 pages)View decision -
Decision Reference DRN-4619189
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619189 The complaint Mrs F complains that Monzo Bank Ltd did not refund the transactions she lost to a scam. What happened Mrs F had recently applied for jobs when she was contacted on a private messaging app by a recruiter. They said she could earn £1,600 per week in a flexible and f... (3 pages)View decision -
Decision Reference DRN-3644366
1 Dec 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3644366 The complaint Mr S complains that Clydesdale Bank Plc (trading as Virgin Money) failed to protect him from falling victim to an investment scam. What happened The particulars of this case are well known to the parties, so I won’t detail them again here. Instead, I’ll focus on t... (3 pages)View decision
