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-5587864
11 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5587864 The complaint Mr K complains that HSBC UK Bank Plc won’t provide him with the specific reason it declined an application he made for a loan. What happened Mr K applied for a £50,000 loan with HSBC. His application was declined, and he was told that it was a declined as a re... (2 pages)View decision -
Decision Reference DRN-5355235
11 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5355235 The complaint Miss S complains about the outstanding amount owed under a fixed sum loan agreement, taken out in her name with Clydesdale Financial Services Limited. Throughout Miss S’s complaint she has been represented by a family member. But for ease, I’ll just refer to Mi... (4 pages)View decision -
Decision Reference DRN-5592919
11 Jul 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5592919 The complaint Mr and Ms G complain that ARAG Legal Expenses Insurance Company Limited (“ARAG”) has unfairly handled a claim under her legal expenses insurance policy. Any reference to Mr and Ms G or ARAG includes respective agents and representatives. What happened The backg... (4 pages)View decision -
Decision Reference DRN-5687029
11 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5687029 The complaint Mr P complained to St. James's Place Wealth Management Plc (SJP) about the unreasonableness of the fees and charges on his pension, and the frequency and quality of the advice associated with them. He also complained about the mismanagement of his funds re... (9 pages)View decision -
Decision Reference DRN-5296565
11 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5296565 The complaint A company which I’ll call ‘N’ complains that Barclays Bank UK Plc won’t reimburse the money it lost as a result of fraudulent transactions from its account. The complaint is brought on N’s behalf by its director, Mr R. What happened Both parties are aware of ... (6 pages)View decision -
Decision Reference DRN-5267947
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267947 The complaint Mr C complains Barclays Bank UK PLC blocked and closed his account. He says this caused him financial problems and impacted his health. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points.... (3 pages)View decision -
Decision Reference DRN-5355236
11 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5355236 The complaint Ms J complains that Vanquis Bank Limited did not reimburse the funds she lost to a scam. What happened Ms J found a video online advertising a company that could train beginners in trading. She went onto the website for the company I’ll refer to as ‘X’, and the... (3 pages)View decision -
Decision Reference DRN-5257217
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5257217 The complaint Ms A complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Ms A throughout this decision. What happened The background to this complaint i... (3 pages)View decision -
Decision Reference DRN-5556725
11 Jul 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5556725 The complaint Mr S complains that when he voluntarily terminated (VT) his agreement with First Response Finance Ltd (FRFL) it unfairly charged him for a £1,675 shortfall when his vehicle was sold at auction. He would like this sum waived. What happened The details of this c... (2 pages)View decision -
Decision Reference DRN-5570790
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5570790 The complaint Mr D complains that Lloyds Bank PLC did not reimburse the funds he lost to a scam. What happened Mr D was introduced to an investment opportunity by a close friend, who had already successfully invested and received returns. The investment was in a company I’ll... (4 pages)View decision
