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 DRN1191345
19 Sep 2013 RLUM (CIS) Limited UpheldInvestment and pensionsMrs G has complained that advice she received from CIS Unit Managers Limited (“the business”) in 2001 to pay a regular contribution of £100 per month to each of three investment funds of an Individual Savings Account (ISA) for capital growth was unsuitable for her. She is represente... (4 pages)View decision -
Decision Reference DRN-4935017
29 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4935017 The complaint This complaint is about an offset mortgage Mr B holds with Barclays Bank UK PLC. Mr B is unhappy that despite there always being more money on deposit with Barclays than the mortgage balance, interest wasn’t fully offset in some months. What happened In what f... (4 pages)View decision -
Decision Reference DRN5928770
10 Sep 2019 HSBC UK Bank Plc Not upheldBanking and creditMr D complains that HSBC Bank Plc lost some papers from his safety deposit box.backgroundMr D says he was told to collect his belongings from a safety deposit box held by HSBC. When he did so he noticed that some legal papers, including Power of Attorney documents, were missing.HSBC said i... (4 pages)View decision -
Decision Reference DRN-4771084
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4771084 The complaint Miss N complains that Bank of Scotland plc (“BoS”) won’t refund money she lost when she fell victim to an investment scam. Miss N is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is... (4 pages)View decision -
Decision Reference DRN7098842
8 Sep 2015 Barclays Bank Plc UpheldBanking and creditMrs S complains that Barclays Bank PLC debited her account with a transaction she didn’t make when there was no money in her account. background Mrs S, whose only income is her state pension, is unhappy that Barclays allowed a transaction which she says she didn’t aut... (2 pages)View decision -
Decision Reference DRN-4376599
12 Oct 2023 247 Money Group Limited UpheldConsumer CreditDRN-4376599 The complaint Mr E complains that the Hire Purchase agreement he entered into with 247 Money Group Limited trading as 247Money was unaffordable. Mr E is represented by a third party in bringing his complaint. But for ease of reading I will only refer to Mr E in my decision. Wha... (4 pages)View decision -
Decision Reference DRN-1488625
3 Feb 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1488625 The complaintMr C complains that HSBC UK Bank Plc lost a cheque he attempted to pay into his account and then failed to assist him when he had a cashflow problem. What happenedHSBC have an arrangement with a third party business which allows their customers to pay cheques into ... (3 pages)View decision -
Decision Reference DRN4141882
25 Oct 2013 Positive Solutions (Financial Services) Limited UpheldInvestment and pensionsMrs H has complained that advice she received from Positive Solutions (Financial Services) Limited in June 2007 to place £20,000 in an investment bond was unsuitable for her.She is represented in her complaint by a third party adviser, which has said that: Mrs H was retired at the ... (5 pages)View decision -
Decision Reference DRN5391622
25 Oct 2018 Bank of Scotland Plc Not upheldBanking and creditMr I complains that Bank of Scotland plc (trading as ‘Halifax’) charged a service fee for managing his overdraft.backgroundMr I opened a current account in 2014. It went overdrawn immediately.He was allowed a planned overdraft up to £250. Anything above £250 was unplanned... (10 pages)View decision -
Decision Reference DRN7174934
28 Nov 2019 FirstRand Bank Limited UpheldBanking and creditMiss M complains that a used car she got with finance provided by FirstRand Bank Limited (trading as MotoNovo Finance) was of unsatisfactory quality. Miss M is represented by a relative, but I’ll refer to anything that’s been said on her behalf as if Miss M had said it herself - to keep th... (6 pages)View decision
