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 DRN6544440
18 Mar 2021 Madison CF UK Limited UpheldBanking and creditand background Mr H complains that Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded. He also feels that 118 118 Money didn’t do all it co... (5 pages)View decision -
Decision Reference DRN-3675263
9 Feb 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3675263 The complaint Mr A and Miss Y complain that Bank of Scotland plc trading as Halifax (Halifax) has refused to refund them the amount they lost as the result of a scam. Mr A made the payments related to the scam so I will refer to Mr A throughout my decision. What happened The ba... (4 pages)View decision -
Decision Reference DRN-3310005
11 Feb 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3310005 The complaint Mr P has complained about the transfer of a personal pension to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were invested in a property development scheme that has since failed. He holds Wellington Court Financial Services Limited resp... (17 pages)View decision -
Decision Reference DRN9410144
28 Aug 2018 Scottish Widows Limited Not upheldInvestment and pensionsMr S’ complaint is that he feels he was mis-sold a mortgage endowment policy in 1988. He considers that Scottish Widow’s Limited is responsible for the sale of the policy, but it doesn’t consider that it is.backgroundIn 1975 Mr S was sold a life policy by a broker ... (8 pages)View decision -
Decision Reference DRN7273079
10 Jul 2014 National Westminster Bank Plc Not upheldBanking and creditMr L complains that National Westminster Bank Plc will not refund a series of disputed transactions made from his account.backgroundMr L held accounts with NatWest. He agrees that he opened a current account and a savings account, but says that three other accounts opened at NatWest... (2 pages)View decision -
Decision Reference DRN-5027605
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027605 The complaint Ms K is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Ms K is being represented by a claims management company but, for ease of reference, I’ll only refer to Ms K here. What happened The detailed background to this complaint ... (9 pages)View decision -
Decision Reference DRN7310882
7 Jul 2016 Pacific IFA Limited UpheldInvestment and pensionsMr and Mrs B are unhappy about advice they received from Pacific IFA Limited. That was to transfer their pensions into a Self-Invested Personal Pension Plan (SIPP). The funds were then used to invest in a Harlequin Property.They would like to be compensated for the... (12 pages)View decision -
Decision Reference DRN0233092
6 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr F complains that HSBC Bank Plc has refused to refund disputed transactions on his bank account. Mr F says he is the victim of fraud and wants HSBC to refund the money.backgroundMr F contacted HSBC about his bank account. He was told about a number of transactions he says he did not m... (2 pages)View decision -
Decision Reference DRN-5724058
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5724058 The complaint Mr M complains that Revolut Ltd won’t refund payments made as part of a scam. What happened On 25 July 2024, several payments were made from Mr M’s e-money account with Revolut. He received a call from someone purporting to be from his bank, I’ll refer to it as... (3 pages)View decision -
Decision Reference DRN-5682422
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5682422 The complaint Mr H complains Revolut Ltd won’t reimburse money he lost when he fell victim to a crypto investment scam. Mr H is professionally represented, however, to keep things simple, I’ll refer to Mr H throughout my decision. What happened The background to this complai... (7 pages)View decision
