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 385222 results
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Decision Reference DRN-5981244
28 Nov 2025 Casterbridge Wealth Limited UpheldPensions and AnnuitiesDRN-5981244 The complaint Miss N has complained to Casterbridge Wealth Limited (Casterbridge) that she’s been unable to obtain performance information or a valuation of her self-invested personal pension (SIPP) since IBP Markets Ltd, the custodian for her investments, was placed into sp... (7 pages)View decision -
Decision Reference DRN-5795844
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5795844 The complaint A company I’ll call S complains that Lloyds Bank PLC (Cardnet) has blocked its funds and won’t release them. To put things right, S wants Cardnet to release its funds. S is represented by its director, Mrs A. What happened On 7 June 2023, Cardnet closed S’s ac... (3 pages)View decision -
Decision Reference DRN-5982393
28 Nov 2025 Ascot Lloyd Limited UpheldInvestmentsDRN-5982393 The complaint Mrs B complains about the advice she was given to invest in a venture capital trust ("VCT") by Ascot Lloyd Limited trading as Ascot Lloyd. What happened In 2016 Mrs B met with an adviser at Investment Solutions, which has subsequently become part of A... (7 pages)View decision -
Decision Reference DRN-5941791
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5941791 The complaint Mrs M complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs M is being represented by a third party. To keep things simple, I will refer to Mrs M throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5860503
28 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5860503 The complaint Mrs C complains that Nationwide Building Society won’t refund the money she lost to an investment scam. Mrs C is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5981129
28 Nov 2025 Swan Digital Limited Not upheldConsumer CreditDRN-5981129 The complaint Mr L and Ms C, as partners of N, argue that Swan Digital Limited mis-sold them two hire purchase agreements. What happened Mr L and Ms C were two partners of an unincorporated partnership I’ll call “N”. In May 2017 Mr L and Ms C, trading as N, entered a hire ag... (4 pages)View decision -
Decision Reference DRN-5595318
28 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5595318 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund payments made as part of a scam. What happened In June 2024, Mr K contacted Wise and disputed two card transactions to a cryptocurrency provider I’ll call “B”. He said he’d received an email that ... (3 pages)View decision -
Decision Reference DRN-5797704
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5797704 The complaint Mr I is unhappy Santander UK Plc (‘Santander’) won’t reimburse him the money he lost when he fell victim to a scam. What happened The details of this case have been clearly set out by our Investigator. As such, the facts are well-known to both parties, so I do... (4 pages)View decision -
Decision Reference DRN-5981406
28 Nov 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5981406 The complaint C’s director, Mr P, complains that Cater Allen Limited failed to protect it from losing funds to a scam. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: C is a limited company and its co... (4 pages)View decision -
Decision Reference DRN-5976671
28 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5976671 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he was the victim of an investment scam. Mr W is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer... (6 pages)View decision
