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 375119 results
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Decision Reference DRN-5766785
27 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5766785 The complaint Mr D complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. Mr D has referred the complaint to us via a third-party representative. For ease, in the main I’ll refer to Mr D. What happened Both parties are familiar wit... (5 pages)View decision -
Decision Reference DRN-5776843
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5776843 The complaint Mr H has complained that a van he acquired using a conditional sale agreement with Close Brothers Limited (“Close Brothers”) was misrepresented to him, in that there was a mileage discrepancy. What happened Mr H acquired a used Ford van in August 2021, using a... (4 pages)View decision -
Decision Reference DRN-5350069
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350069 The complaint Mr S complains that Revolut Ltd – as the recipient bank, didn’t do enough to prevent his loss. What happened In December 2023 Mr S fell victim to a scam believing he was investing in a second-tier mini bond trader account with a company I’ll refer to as ‘I’. H... (4 pages)View decision -
Decision Reference DRN-5497657
27 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5497657 The complaint Mr and Mrs W complain that First Holiday Finance Ltd (the ‘Lender’) is liable to pay them compensation following a complaint made about a timeshare, bought using credit provided by it. What happened Mr and Mrs W were members of a timeshare provider (the ‘Suppli... (6 pages)View decision -
Decision Reference DRN-5778924
27 Aug 2025 PK Financial Planning LLP UpheldInvestmentsDRN-5778924 The complaint Mrs B and Mrs M as trustees of the E Trust have complained about the service they received from PK Financial Planning LLP, trading as PK Group (‘PK’). They say they paid more tax than they would otherwise have done if they had been appropriately advised and the... (8 pages)View decision -
Decision Reference DRN-5773154
27 Aug 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5773154 The complaint Mr and Mrs D complain that FAIRMEAD INSURANCE LIMITED (FIL) has unfairly delayed the progress of a claim made for subsidence to their property. As a result of the delays added with the handling of this claim and its settlement, they feel they’ve suffered a fina... (4 pages)View decision -
Decision Reference DRN-5729722
27 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5729722 The complaint Mr J complains about St. James's Place Wealth Management Plc’s advice, charges and service in relation to four investment bonds, two of which were held in the P Trust, of which he is a trustee. What happened In 2018 Mr J’s mother, Mrs P, was introduced to ... (5 pages)View decision -
Decision Reference DRN-5622721
27 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622721 The complaint Mr S is unhappy that approximately £500 was deducted from his Barclays Bank UK PLC (Barclays) account which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summar... (4 pages)View decision -
Decision Reference DRN-5120488
27 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5120488 The complaint and background Mr H complains HSBC UK Bank Plc trading as first direct (“First Direct”) won’t reimburse over £3,000 that he lost when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Based on the amounts paid, the frequency of... (2 pages)View decision -
Decision Reference DRN-5778333
27 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5778333 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) was of an unsatisfactory quality. When I refer to what Mrs C or VWFS have said or done, it shou... (5 pages)View decision
