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 DRN3990212
24 Oct 2019 IG Index Limited Not upheldInvestment and pensionsMr C’s complaint is about his trading account with IG Index Limited (IG). In the main, he says IG – and other firms with which he held trading accounts – engaged in manipulating the markets against him. He says he incurred a financial loss as a result. He considers he was defrauded and he ... (3 pages)View decision -
Decision Reference DRN-4950110
10 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4950110 The complaint Mr V complains that Wise Payments Limited (Wise) won’t refund money he lost in a job scam. What happened What Mr V says: Mr V says he was looking for a part time job and was contacted on WhatsApp by someone claiming to be from a recruitment agency, offering him... (6 pages)View decision -
Decision Reference DRN-3230371
12 Jan 2022 Heritage Pensions Limited UpheldPensions and AnnuitiesDRN-3230371 The complaint Miss C has complained that, before allowing her to open a self-invested personal pension (“SIPP”), Heritage Pensions Limited did not carry out the appropriate checks on either the advisor who recommended and introduced the transaction or on the investments the SIP... (43 pages)View decision -
Decision Reference DRN-5094180
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5094180 The complaint Mr I complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr I 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 to some key... (14 pages)View decision -
Decision Reference DRN-4850794
1 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4850794 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of a scam. He’s being represented by solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background to this complaint is known ... (6 pages)View decision -
Decision Reference DRN-4680481
21 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4680481 The complaint Mrs K is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a 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 short, Mrs K s... (10 pages)View decision -
Decision Reference DRN-5134973
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5134973 The complaint Mr H complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in July 2025 to explain why I thought Mr H’s complaint should be partially upheld. And I said I’d consider a... (6 pages)View decision -
Decision Reference DRN-3541895
21 Sep 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3541895 The complaint Mr B complains Bank of Scotland plc trading as Halifax won’t refund money he lost as a result of a scam. What happened After watching an online video in which a well-known investor was apparently advertising cryptocurrency, Mr B left his details on a website. Shor... (3 pages)View decision -
Decision Reference DRN0393013
14 Feb 2019 Metro Bank PLC UpheldBanking and creditMr B complains that Metro Bank PLC won’t refund three payments totalling £4,600 made from his account, which he says he didn’t authorise.backgroundI attach my provisional decision, which forms part of my final decision. In my provisional findings, I said I intended to uph... (9 pages)View decision -
Decision Reference DRN2525194
7 Apr 2016 Lloyds Bank PLC Not upheldBanking and creditMr S complains that Lloyds Bank plc will not refund disputed transactions on his account and gave him notice to close his account.backgroundMr S says that a fraudster made a number of unauthorised transactions from his account at cash machines and in the branch. He say... (3 pages)View decision
