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-4989584
30 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4989584 The complaint Ms C complains that Revolut Ltd (Revolut) won’t refund the money she lost as a result of a scam. Ms C has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Ms ... (5 pages)View decision -
Decision Reference DRN-5669171
9 Dec 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5669171 The complaint Mr K complains about the actions of Currencies Direct Limited when he lost money to a scam. Mr K is being supported in making the complaint by a representative, but for ease, I’ll only refer to Mr K. What happened The detailed background to this complaint is ... (4 pages)View decision -
Decision Reference DRN-4705200
25 Mar 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-4705200 The complaint Mr W complains, on behalf of the estate of his late mother Mrs P, that Lloyds Bank Plc lent the late Mrs P a personal loan irresponsibly. What happened Mrs P took out a personal loan with Lloyds in 2010. The loan was for £7,500.00 over 84 months, with an APR of 11... (4 pages)View decision -
Decision Reference DRN-5010781
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5010781 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-3161334
15 Nov 2021 HSBC UK Bank Plc UpheldInvestmentsDRN-3161334 The complaint Mr P complains that HSBC UK Bank Plc mis-sold him a Guaranteed Capital Account (GCA). He’s unhappy that he wasn’t given sufficient information about the investment to understand how it worked – and as an inexperienced investor he wouldn’t have agreed to take it ou... (6 pages)View decision -
Decision Reference DRN-4291809
17 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4291809 The complaint Mr M complains that Wise Payments Limited won’t refund money he lost when he was the victim of a scam. Mr M is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to s... (6 pages)View decision -
Decision Reference DRN1460482
27 May 2016 Designed 4 Life Ltd UpheldInvestment and pensionsMr D complained he was given unsuitable advice by Designed 4 Life Ltd (D4L) to transfer his pension plans to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr D to invest in a Harlequin off-plan hotel development in the Caribbean.backgroundMr D said he initially cont... (7 pages)View decision -
Decision Reference DRN-4944645
31 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944645 The complaint Ms D has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. Ms D is represented by a claims management company. For simplicity I will refer to Ms D throughout this decision, even when referencing what her representat... (4 pages)View decision -
Decision Reference DRN1423805
24 Dec 2020 Wealthmasters Financial Management Ltd UpheldInvestment and pensionsComplaint Mr P complains about advice he received from Mr S. He says that following advice from Mr S – on behalf of Wealthmasters Financial Management Ltd (Wealthmasters) – he withdrew £22,220.05 from a collective investment account he had and invested £20,000 in Green Oil. The Green Oil i... (32 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision
