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 4014 results
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Decision Reference DRN-5059770
3 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5059770 Complaint Mr P is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In early 2022, Mr P fell victim to an investment scam. He’d been looking for investment opportunities online and found a website advertising the services of a bro... (11 pages)View decision -
Decision Reference DRN-5964203
20 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5964203 The complaint Ms S and Mr T’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (12 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 -
Decision Reference DRN-3136557
11 Nov 2021 Abbey Financial Services (N.I.) Ltd UpheldInvestmentsDRN-3136557 The complaint Mr C complains he was given unsuitable advice to invest in an investment bond by Abbey Financial Services (N.I) Ltd (“AFS”). What happened In May 2016 Mr C and his wife Mrs C were provided with an investment memorandum and brochure about the Helix Investment Bond ... (7 pages)View decision -
Decision Reference DRN-5645651
8 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5645651 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN3783691
30 Jan 2015 Capital One (Europe) plc Not upheldBanking and creditMs T complains that Capital One (Europe) plc failed to act on her instruction to close her credit card account, leading to the card being used fraudulently to run up a debt that she is being asked to pay.backgroundMs T had a credit card account with Capital One, which she says she used f... (2 pages)View decision -
Decision Reference DRN-5245689
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5245689 The complaint Mr C complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr C found an investment opportunity via social media, that appeared to be endorsed by celebrities. Unfortunately, this turned out to be a scam. Mr C was contac... (9 pages)View decision -
Decision Reference DRN4943388
30 Sep 2014 Taylor Frost Wealth Management Limited UpheldInvestment and pensionsMr and Mrs D complain about the Meteor Senior Life Settlements Fund (a cell holding of the EEA Life Settlements Fund) in which they were advised to invest by Taylor Frost Wealth Management Limited (“the business”). It has been stated that: The investment was assessed as having a “me... (18 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 DRN6610917
1 Dec 2015 Barclays Bank Plc Not upheldBanking and creditMiss G complains that Barclays Bank Plc is holding her responsible for gambling transactions made from her account and which she denies making or being responsible for. Miss G has been declined a refund of the value of the transactions.backgroundMiss G is disputing ... (3 pages)View decision
