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-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-4805413
17 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4805413 The complaint Mr C complains about problems with a car that was supplied to him under a hire purchase agreement with NIIB Group Limited trading as Northridge Finance (“Northridge”). What happened On 27 April 2023 Mr C signed a hire purchase agreement with Northridge for a car. ... (5 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 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 -
Decision Reference DRN-3861546
16 Dec 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3861546 The complaint Mrs L complains about a hire purchase agreement taken out in her name with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services, to get a brand new car. What happened In March 2017, Mrs L says her husband had a finance agreement in place w... (8 pages)View decision -
Decision Reference DRN-5506049
15 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5506049 The complaint Mr A complains that Wise Payments Limited didn’t do enough to protect h from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5122291
6 Nov 2024 Skyline Direct Limited UpheldConsumer CreditDRN-5122291 The complaint Ms F complains through a representative that Skyline Direct Limited (“Skyline”) provided her with loans she couldn’t afford to repay, and Skyline would’ve known that if it had carried out proportionate checks. What happened A summary of Ms F’s borrowing can be... (8 pages)View decision -
Decision Reference DRN9309555
25 Nov 2020 Curtis Banks Limited Not upheldInvestment and pensionsMr P has a self-invested personal pension scheme (SIPP) administered by Curtis Banks Limited. That SIPP holds a Harlequin property investment which is worthless and has been since around 2013. Mr P thinks it’s unfair and unreasonable for Curtis Banks to charge annual management fees on h... (12 pages)View decision -
Decision Reference DRN-3503889
12 Sep 2022 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3503889 The complaint Mr B says he received advice from a financial adviser in 2015. The adviser – I will call him Mr X - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. The adviser recommended Mr B invest in an Abacus Low Plu... (34 pages)View decision -
Decision Reference DRN-4414427
12 Dec 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4414427 The complaint Ms S complains that Revolut Ltd (“Revolut”) is refusing to refund her the amount she lost as the result of a scam. Ms S is being represented by a third party. To keep things simple, I will refer to Ms S throughout my decision. What happened The background of this ... (2 pages)View decision
