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-4723913
5 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4723913 The complaint Mr P complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) failed to undertake due diligence on his application for a Self-Invested Personal Pension (‘SIPP’) and subsequent investment in an overseas property-based investment schem... (28 pages)View decision -
Decision Reference DRN-4862106
6 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4862106 The complaint Mr Q has complained that Nationwide Building Society won’t refund transactions he says he didn’t make or otherwise authorise. What happened Mr Q says that all the cash withdrawals on his account between late 2019 and late 2022 were made without his permission. ... (4 pages)View decision -
Decision Reference DRN-4615362
12 Feb 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-4615362 The complaint Mr M complains about Paragon Bank Plc’s delays when rejecting his ISA and returning his funds. What happened I issued my provisional decision on 13 December 2023, and this is what I said: I’ve considered the relevant information about this complaint. Based on what... (6 pages)View decision -
Decision Reference DRN-5816154
14 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5816154 The complaint Mrs D complains that HSBC UK Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kno... (6 pages)View decision -
Decision Reference DRN-4923277
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4923277 The complaint Mr W is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr W is being represented by a claims management company but for ease of reading I’ll only refer to Mr W in my decision. What happened The detailed background to this compl... (10 pages)View decision -
Decision Reference DRN-5484742
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5484742 The complaint Miss M complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to a job scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss M throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-5923333
6 Nov 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5923333 The complaint Mrs H complains about the advice she received from St. James's Place Wealth Management Plc (SJP) recommending she take out an investment bond invested in the Conservative Portfolio. Mrs H says the investment strategy employed by SJP didn’t meet her object... (12 pages)View decision -
Decision Reference DRN-5371889
19 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5371889 THE COMPLAINT Mrs N complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs N is represented by Mendelsons Limited in this matter. However, where appropriate, I will refer to Mrs N solely in this decision fo... (4 pages)View decision -
Decision Reference DRN1523047
27 Mar 2020 Moneybarn No. 1 Limited UpheldBanking and creditComplaintMr A has complained that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale car finance agreement with him when it ought reasonably to have realised that the payments were unaffordable. He’s said that he was very surprised to be accepted for the finance... (16 pages)View decision -
Decision Reference DRN-4888016
8 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4888016 The complaint Mr P complains that Wise Payments Limited won’t refund money he lost when he was a victim of a crypto investment scam. Mr P is being supported by a representative, but for ease, I’ll refer to Mr P throughout this decision. What happened The background to this c... (5 pages)View decision
