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-5302212
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5302212 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5408249
17 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5408249 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he lost after making an authorised push payment (‘APP’) on two occasions in 2019. Mr T referred his complaint to this service with the help of a professi... (5 pages)View decision -
Decision Reference DRN7163977
30 Nov 2018 Kingswood Financial Advisors UpheldInvestment and pensionsMr R’s representative complains on his behalf about the advice he received from Kingswood Financial Advisors (Kingswood).It says Mr R was advised to transfer his Occupational Pension Scheme benefits (OPS) to a Self-Invested Personal Pension (SIPP), to facilitate an overs... (18 pages)View decision -
Decision Reference DRN-4708041
15 Jul 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4708041 The complaint Mr H is complaining about Moneybarn No.1 Limited. He says they shouldn’t have made three separate loans to him as each was unaffordable. A representative has raised the complaint on Mr H’s behalf but for ease I’ve written as if we’ve dealt directly with Mr H. ... (3 pages)View decision -
Decision Reference DRN-4995337
22 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4995337 The complaint Mr A complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5628522
27 Jun 2025 Budge and Company Limited Not upheldInvestmentsDRN-5628522 The complaint Mr B has complained that Budge and Company Limited (‘Budge’) failed to recognise that a gold purchase on his account hadn’t completed as it should have done. Mr B says if he now bought the same amount of gold he intended to buy, it would cost him between £250,0... (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 DRN6003384
31 Mar 2020 Chryson Limited UpheldInvestment and pensionsMr F complains that Chryson Limited gave him unsuitable advice to invest in Contracts for Differences (CFDs). He said he didn’t know or understand what this trading involved, and he didn’t understand how likely it was that he’d lose all his money. backgroundIn October 2015 Mr F filled out ... (5 pages)View decision -
Decision Reference DRN-4924738
23 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4924738 The complaint Mr and Ms W complain that Lloyds Bank Plc won’t reimburse them after they believe they fell victim to a scam. What happened On 24 June 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence a... (7 pages)View decision -
Decision Reference DRN-5777779
9 Sep 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5777779 The complaint Mr and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision
