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-4945282
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4945282 The complaint Mr S complains that Revolut Ltd (“Revolut”) hasn’t protected him from losing money to an authorised push payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. ... (11 pages)View decision -
Decision Reference DRN-3317145
30 Sep 2022 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3317145 The complaint Mr and Mrs M say they received advice from a financial adviser in 2016. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. They say the adviser recommended Mr and Mrs M di... (39 pages)View decision -
Decision Reference DRN-3830322
28 Nov 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3830322 The complaint Mr G complains that American Express Services Europe Limited (AESEL) trading as American Express (Amex) placed late payment markers on his account and then defaulted it. What happened Mr G had an Amex credit card. In March 2020, the balance was £11,139 and the lim... (4 pages)View decision -
Decision Reference DRN-5180435
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180435 The complaint Mr C complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like Revolut to refund him the money he has lost. What happened Mr C was doing some research online about ... (8 pages)View decision -
Decision Reference DRN-5034654
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034654 The complaint Miss W complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Miss W is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll onl... (12 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-5571343
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571343 The complaint Mr A complains about losses he says he suffered as a result of errors made by Santander UK Plc when it processed a cash deposit in branch. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve summarised what I cons... (3 pages)View decision -
Decision Reference DRN-3749517
14 Nov 2022 Specialist Motor Finance Limited UpheldConsumer CreditDRN-3749517 The complaint Mr O complains that Specialist Motor Finance Limited (SMFL) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. Mr O is represented by a family member but for ease of reference I have referred to Mr O throughout this decision. What hap... (3 pages)View decision -
Decision Reference DRN-5029819
18 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5029819 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In shor... (8 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
