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 384133 results
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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 -
Decision Reference DRN-5967509
28 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5967509 The complaint Miss L complains that Clydesdale Bank Plc trading as Virgin Money informed her that she held an account with it when she says she did not. And that it told her the account was closed but it still remained open. What happened In late 2023 Miss L, as I understand... (4 pages)View decision
