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 DRN1968425
7 Dec 2020 HSBC UK Bank Plc Not upheldBanking and creditMr R is unhappy with the actions that HSBC UK Bank Plc (HSBC) took both before and after he’d been the victim of a scam. He believes HSBC misled him by giving him incorrect information – which resulted in him sending payments to a scammer. background On 17 January 2019 Mr R called HSBC. He... (4 pages)View decision -
Decision Reference DRN-5283416
4 Feb 2025 Skipton Building Society Not upheldMortgagesDRN-5283416 The complaint Heading This complaint is about a mortgage application made by Mr and Mrs Y to Skipton Building Society in 2024. The essence of the complaint is that Skipton withdrew the mortgage offer after Mr and Mrs Y had exchanged contracts on their new property purchase.... (2 pages)View decision -
Decision Reference DRN3144393
14 Feb 2014 HSBC Bank plc UpheldInvestment and pensionsMrs R has complained about the advice she received from HSBC Bank Plc to transfer her existing pension policies into a Self Invested Personal Pension (SIPP) with a third party insurance company and commence phased income drawdown.backgroundThe advice was provided in 2007. At that time... (3 pages)View decision -
Decision Reference DRN-5188572
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5188572 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr W is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known to the parties and has been ... (6 pages)View decision -
Decision Reference DRN-3183211
7 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3183211 The complaint Mrs Y complains that HSBC UK Bank Plc won’t refund the money she lost to an investment scam. What happened Around September 2019, Mrs Y was cold called by a representative of a company I’ll call ‘F’. She was persuaded to invest as the representative told her a lot... (4 pages)View decision -
Decision Reference DRN-5438621
17 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5438621 The complaint Mr J complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) failed to conduct adequate affordability checks before it lent to him. What happened In August 2021, Alphera provided Mr J with a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-3688745
8 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3688745 The complaint Mr T complains that HSBC UK Bank Plc (HSBC) has refused to refund him the amount he lost as the result of a scam. Mr T is being represented by a third party, but to keep things simple I will refer to Mr T throughout my decision. What happened The background of thi... (3 pages)View decision -
Decision Reference DRN-3797199
1 Mar 2024 London Capital Group Ltd Not upheldInvestmentsDRN-3797199 The complaint Mr A has complained that London Capital Group Ltd (‘LCG’) prevented him from withdrawing funds from his account. He says this caused him to lose over 80% of his funds. He would like the money returned to him and LCG’s customer service to be improved. What happened... (5 pages)View decision -
Decision Reference DRN5891270
13 Jan 2020 Barclays Bank UK PLC Not upheldPayment protection insurance (PPI)Mr R’s complaint is about the compensation offered by Barclays Bank UK PLC (Barclays) for a mis-sold payment protection insurance (PPI) policy that was taken out alongside a credit card.backgroundMr R took out a credit card with Barclays in May 2004. At the same time he took out a PPI poli... (3 pages)View decision -
Decision Reference DRN-2629361
27 Apr 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2629361 The complaint Mr P complains on behalf of the estate of his late wife, Mrs T, that National Westminster Bank Plc took several months to register a power of attorney to her account during her lifetime, and about related matters. What happened Mrs T had an account with NatWest. S... (4 pages)View decision
