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 381196 results
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Decision Reference DRN-5512429
24 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5512429 The complaint Mrs H complains that HSBC UK Bank Plc, trading as first direct bank, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2021, Mrs H was looking to purchase a motorhome and started speaking to a dealer. S... (4 pages)View decision -
Decision Reference DRN-5027972
24 Jul 2025 Alpha Real Property Investment Advisers LLP Not upheldInvestmentsDRN-5027972 The complaint Mr A complains that Alpha Real Property Investment Advisers LLP trading as Time Investments (Time) has suspended a fund in which he has money invested. What happened In late 2023 Mr A tried to sell his investment in the ARC TIME Freehold Income Authorised Fund ... (2 pages)View decision -
Decision Reference DRN-5122768
24 Jul 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5122768 The complaint Mrs P complains that Embark Investment Services Limited trading as Scottish Widows platform merged two of her Individual Savings Accounts (ISAs). What happened In early 2022 Mrs P saw that her two ISAs had been merged into one account without prior notice. Scot... (2 pages)View decision -
Decision Reference DRN-5279115
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5279115 The complaint Mrs C complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2024, Mrs C was looking to get some building work done at her property. She saw a builder had been doing work a... (4 pages)View decision -
Decision Reference DRN-5143148
24 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5143148 The complaint Mr B says IG Index Limited (‘IG’) unlawfully withheld around £20,000 of his capital in trading accounts that were meant to have been closed in July 2020. He says he did not recover the sum until around a year later, and he claims for – loss of use of the capita... (6 pages)View decision -
Decision Reference DRN-5249736
24 Jul 2025 ReAssure Limited Not upheldInvestmentsDRN-5249736 The complaint Mr J’s complaint is about his Flexible Mortgage Individual Savings Account (ISA) he took out in 1999, which was linked to another in his wife’s name (Mrs J), and joint protection benefits. Mr J is unhappy with the value of the ISA at the end of the funding term... (3 pages)View decision -
Decision Reference DRN-5249737
24 Jul 2025 ReAssure Limited Not upheldInvestmentsDRN-5249737 The complaint Mrs J’s complaint is about a Flexible Mortgage Individual Savings Account (ISA) taken out in 1999, which was linked to another in her husband’s name (Mr J), and joint protection benefits. Mrs J is unhappy with the value of the ISA at the end of the term, and be... (3 pages)View decision -
Decision Reference DRN-5709932
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709932 The complaint Mr N complains that a payment to a third-party building society was due to be taken from his account with Monzo Bank Ltd despite not having mortgage account with the building society. He says the payment would’ve been taken had he not seen and cancelled it. Mr ... (3 pages)View decision -
Decision Reference DRN-5666556
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5666556 The complaint Mr K complains that American Express Services Europe Limited (AESEL) charged him a different amount each month when it collected his direct debit even though he’d set up a fixed direct debit of £10 per month. What happened Mr K has a credit card account with AE... (2 pages)View decision -
Decision Reference DRN-5711901
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5711901 The complaint Miss J complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) making service errors when she discussed her credit card with them and giving her misinformation which caused her distress and inconvenience. What happened The detailed backgroun... (6 pages)View decision
