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-3410654
9 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3410654 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost as a result of a scam. The account used to facilitate the payments is held, jointly, in Mr and Mrs S’s name but the scam only involved Mr S, so I will refer to him throughout un... (13 pages)View decision -
Decision Reference DRN-4267004
26 Jul 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4267004 The complaint Mrs T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Mrs T is represented in this complaint but for ease I’ll mainly refer to Mrs T. Mrs T says that she saw a link on a local social media page to an article from a ... (6 pages)View decision -
Decision Reference DRN-3991349
10 Apr 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-3991349 The complaint Ms P complains that Zurich Assurance Ltd (trading at the time as Allied Dunbar) gave her unsuitable investment advice. This complaint is brought on behalf of Ms P by a claims management company but to keep things simple, I’ll refer to Ms P as the complainant. What... (4 pages)View decision -
Decision Reference DRN-3751051
10 Feb 2023 CB Payments Ltd Not upheldBanking and PaymentsDRN-3751051 The complaint Mr F complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Mr F fell victim to a crypto scam and he says he lost £9,784.65 as a result of CB’s failure to intervene. Mr F decided to invest with a company I’ll call ‘R’ a... (3 pages)View decision -
Decision Reference DRN-5957519
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5957519 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5123238
29 Nov 2024 Carrington Investment Consultants Limited Not upheldPensions and AnnuitiesDRN-5123238 The complaint Mr W complains that Carrington Investment Consultants Limited trading as Carrington Wealth Management (“CW”) has made errors and not managed his pension properly. What happened Mr W has a Self-Invested Personal Pension (SIPP). He opened the SIPP in 2017 with a... (14 pages)View decision -
Decision Reference DRN9005790
23 Oct 2020 Fairway Financial Consultancy UpheldInvestment and pensionsMr N’s representative has complained, on his behalf, that Fairway Financial Consultancy acted negligently in transferring two of his existing pension plans into a Self Invested Personal Pension (SIPP). This was used to invest in a Harlequin overseas property development. background The bac... (32 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 DRN2020088
22 Oct 2013 Private and Commercial Finance Company Limited Not upheldBanking and creditMrs N complains that Private and Commercial Finance Company Limited (PCF) overcharged her for three separate hire purchase agreements.backgroundIn 2004, Mrs N was buying a car through a dealership. She paid a deposit to the dealership and arranged a hire purchase agreement with PCF for t... (3 pages)View decision -
Decision Reference DRN-4440799
17 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4440799 The complaint Mr H complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Mr ... (2 pages)View decision
