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 DRN7833732
5 Jan 2021 TSB Bank plc UpheldBanking and creditMr D and Ms J are seeking to recover £8,000 from TSB Bank plc (“TSB”), which was stolen from their account as a result of a third-party scam. TSB says it is not liable for the loss because Mr D unwittingly authorised the payment — and it could not reasonably have intervened or done more th... (4 pages)View decision -
Decision Reference DRN2297070
23 May 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMr C complained he was given unsuitable advice by Kingswood Financial Advisors to transfer his pension plan to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr C to invest in a Harlequin off-plan hotel development in the Caribbean. backgroundIn ea... (8 pages)View decision -
Decision Reference DRN4313455
1 Nov 2017 FirstRand Bank Limited UpheldBanking and creditMr A, who is represented by his son, Mr S, complains that FirstRand Bank Limited rejected his claim under Section 75 Consumer Credit Act 1974 in respect of a car.backgroundMr A bought the car on 5 November 2016 and on 1 May 2017 he noticed a warning light had come... (3 pages)View decision -
Decision Reference DRN-4874453
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4874453 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a job scam. He’s being represented. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background to this complaint is known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5693933
21 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5693933 The complaint Mrs J’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-4514179
25 Jul 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4514179 The complaint Miss M complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so ... (4 pages)View decision -
Decision Reference DRN-5319657
3 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5319657 The complaint Mr S complains that The Co-operative Bank Plc (the Co-op) has been unable a trace where funds he had held in a two-year fixed rate bond were paid to when it matured in 2016. Mr S is represented in this complaint by a third party - Mrs M. But for ease of readin... (3 pages)View decision -
Decision Reference DRN-3720322
7 Oct 2022 Bank of Scotland Plc Not upheldInvestmentsDRN-3720322 The complaint Mrs H on her own behalf and the Estate of the late Mr H has complained about the advice received from the Bank of Scotland plc, trading as Halifax (’Halifax’). Mrs H and the late Mr H are represented by a third party, but for ease of reference I shall refer to Mrs... (5 pages)View decision -
Decision Reference DRN-5667023
25 Sep 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5667023 The complaint Ms C, who is represented by a third party, complains that FirstRand Bank Limited, trading as MotoNovo Finance Limited (‘MotoNovo’) irresponsibly granted her a car finance agreement she couldn’t afford to repay. What happened In April 2019, Ms C acquired a used... (3 pages)View decision -
Decision Reference DRN-4903394
26 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4903394 The complaint Mrs L complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Mrs L is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties. The fac... (4 pages)View decision
