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 4009 results
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Decision Reference DRN-5697710
16 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5697710 The complaint Mr H complains that Revolut Ltd hasn’t protected him from losing money to a cryptocurrency investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr H has explained th... (5 pages)View decision -
Decision Reference DRN-5515463
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5515463 The complaint Mr A complains Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A has previously been represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of... (4 pages)View decision -
Decision Reference DRN-5604435
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604435 The complaint Mrs and Mr M complain that Santander UK Plc (‘Santander’) declined to refund them after they said they lost £7,310 as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of wha... (6 pages)View decision -
Decision Reference DRN4102258
14 Jun 2013 Willow Financial Management LLP UpheldInvestment and pensionsMr B’s complaint is that Willow Financial Management LLP’s recommendation to transfer his pension fund into a bond with another provider with subsequent investment in an Arch Cru fund in September 2008 was unsuitable. backgroundThe circumstances surrounding Mr B’s complaint was set out... (14 pages)View decision -
Decision Reference DRN3605388
1 May 2014 Actuarial & Investment Services Not upheldInvestment and pensionsMr C’s complaint concerns the advice he received from Actuarial & Investment Services(“the business”) in April 2000 to invest £500,000 in an off shore With-Profits bond. Mr C hasstated that the advice did not reflect his requirements and therefore was unsuitable.backgroundI issued my... (9 pages)View decision -
Decision Reference DRN-4986083
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4986083 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-4385058
20 Mar 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4385058 The complaint Mr W complains that Bank of Scotland plc (‘BoS’) mis-sold him an investment ISA – he states that the investment fund carried a higher level of risk than he was willing to take. Mr W’s complaint has been brought by a third party however for the sake of clarity I wi... (4 pages)View decision -
Decision Reference DRN8702843
14 May 2018 HL Partnership Limited UpheldBanking and creditThis complaint’s about a mortgage application Mr B and Miss S made through HL Partnership Limited. They complain that HL failed to keep their personal information and its own computing systems safe and secure. Because of this, they say a fraudster was able to dupe ... (4 pages)View decision -
Decision Reference DRN-5726601
20 Aug 2025 Idealing.com Limited UpheldPensions and AnnuitiesDRN-5726601 The complaint Mrs G is the member and beneficiary of a Guernsey-based Qualifying Recognised Overseas Pension Scheme (QROPS) with Bourse Pension Trustees Limited, which contained an iDealing.com Limited (“iDealing”) share account. She raises two main heads of complaint: 1. De... (20 pages)View decision -
Decision Reference DRN-4853066
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4853066 The complaint Mrs S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of t... (9 pages)View decision
