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-3724325
30 Mar 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3724325 The complaint Mr B has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mr B transferred monies from existing pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t performed as wel... (43 pages)View decision -
Decision Reference DRN-5677256
7 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677256 The complaint Mr W complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a recovery scam. He’s represented in this complaint. To keep things simple, I’ll refer to Mr W throughout this decision. What happened In summary, between July 2023 and January 2024, ... (3 pages)View decision -
Decision Reference DRN-3713316
21 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3713316 The complaint X complains Tesco Personal Finance PLC (Tesco) didn’t do enough to protect him from losing over £11,000 to an investment scam. What happened X has explained that in 2020 he saw Bitcoin and investment markets advertised heavily on the internet, and after providing ... (5 pages)View decision -
Decision Reference DRN-3756937
17 Apr 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3756937 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) have failed to refund transactions made from his account that he says he didn’t authorise. What happened Mr M says he fell victim to a scam in November 2021 as transactions had been made from his account that he didn’t... (4 pages)View decision -
Decision Reference DRN0418006
13 Feb 2015 Bankhouse Financial Management Ltd Not upheldInvestment and pensionsMrs B’s complaint concerns advice given to her by Bankhouse Financial Management Ltd to start an investment bond and an ISA. She says was advised to invest in what she now believes were unsuitable, high risk funds. She has also said that it was never her intention to put her money at ... (6 pages)View decision -
Decision Reference DRN-3934415
22 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3934415 The complaint Mr S complains that his bank, Bank of Scotland plc trading as Halifax (Halifax) has refused to refund the money he has lost following him falling victim to a scam What happened The background of this complaint is well known to all parties, so I won’t repeat what h... (3 pages)View decision -
Decision Reference DRN7815219
10 Jan 2017 Burlington Associates Ltd Not upheldInvestment and pensionsMr A has complained about various investments he made into the R2i schemes in 2005 and 2006. Mr A’s complaints against Burlington Associates Ltd (BAL) concern the investment he made into the R2i Special Opportunities PCC Ltd Sveti Stefan Cell in 2006.Mr A and his f... (24 pages)View decision -
Decision Reference DRN-4517183
31 Dec 2023 UAB ZEN.COM UpheldBanking and PaymentsDRN-4517183 The complaint Mrs B complains that UAB ZEN.COM 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 known to bot... (4 pages)View decision -
Decision Reference DRN-5807236
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5807236 The complaint Mrs J and Mr J complain that HSBC UK Bank Plc won’t refund the money they lost to an investment scam. Mrs J and Mr J are represented in this complaint, but I’ll refer to them as it’s their complaint. What happened There is limited information on the events tha... (4 pages)View decision -
Decision Reference DRN-5130916
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130916 The complaint Mr K is complaining that Monzo Bank Ltd (Monzo) didn’t do enough to prevent him from making payments to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision
