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-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 DRN-5663520
13 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5663520 The complaint Mr I is unhappy Wirex Limited won’t refund payments he sent as part of a scam. Mr I brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr I throughout this decision. What happened In 2023 Mr I saw an advert... (5 pages)View decision -
Decision Reference DRN5141440
25 Jan 2018 Liverpool Victoria Financial Advice Services Ltd UpheldInvestment and pensions1 complaintMr and Mrs H have complained about investment bonds recommended by Liverpool Victoria Financial Advice Services Limited (LV) in 2004. Mr and Mrs H’s representative has stated that the bonds were too risky for them as first-time investors. It says they had ... (5 pages)View decision -
Decision Reference DRN-4361803
21 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4361803 The complaint Ms H complains that Nationwide Building Society repeatedly blocked her account and tried to force her to come into the bank to produce identification (id), despite her disability and having already produced it. What happened Ms H opened her account with Nationwide... (3 pages)View decision -
Decision Reference DRN-5669164
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5669164 The complaint Mr S and Mrs S’ complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (11 pages)View decision -
Decision Reference DRN-4626650
7 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4626650 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-4264621
14 Sep 2023 Funding Circle Ltd Not upheldInvestmentsDRN-4264621 The complaint Mr O complains about the way Funding Circle Ltd dealt with his request to change the bank account linked to the Peer-to-Peer (P2P) lending account he held on its platform. He says the process he had to follow has caused him stress in a situation that should have b... (4 pages)View decision -
Decision Reference DRN3764887
17 May 2013 Ashley Law Limited UpheldInvestment and pensionsMr D has complained about the advice he received from Ashley Law Limited (“the IFA”) to invest in a Keydata investment. Mr D says the investment was unsuitable for him, particularly in view of the associated risks. backgroundIn 2005, Mr D invested in the Keydata secure income plan. The p... (8 pages)View decision -
Decision Reference DRN3981106
22 Jan 2021 National Westminster Bank Plc Not upheldBanking and creditMr L complains National Westminster Bank Plc (NatWest) won’t refund him for transactions he says he didn’t make or allow anyone else to make. background Mr L is being represented by a solicitor, but for clarity I’ll refer to Mr L when referencing information or points made on his behalf as... (8 pages)View decision -
Decision Reference DRN4839985
23 Mar 2015 S + S Finance Limited UpheldBanking and creditMr T, who is represented by his wife, complains S + S Finance Limited took back his vehicle without warning and has been threatening and abusive.backgroundMr T and his wife have agreed to buy two cars on hire purchase from S + S Finance. They have also rented a ... (2 pages)View decision
