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-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-3614148
30 Sep 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3614148 The complaint Mr W complains that HSBC UK Bank Plc won’t refund money he lost to an investment scammer. What happened Mr W was looking to invest some savings. He met with a relationship manager at HSBC twice, once in October 2017 and then again in November 2017. He initially ad... (6 pages)View decision -
Decision Reference DRN-3875053
5 Jan 2023 Masthaven Bank Limited Not upheldInvestmentsDRN-3875053 The complaint Mr O complains about how Masthaven Bank Limited (“Masthaven”) opened an account in his trading name that Masthaven says has a two-year term when Mr O wanted a one-year term. Background Mr O applied for a business savings account with Masthaven in his trading name ... (8 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 -
Decision Reference DRN-4777701
2 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4777701 The complaint Mr E has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr E transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr E’s co... (26 pages)View decision -
Decision Reference DRN-5075473
5 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5075473 The complaint Mrs P has complained that National Westminster Bank Plc (“NatWest”) failed to protect her from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of... (4 pages)View decision -
Decision Reference DRN-4883380
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4883380 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr B is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties. The facts a... (3 pages)View decision -
Decision Reference DRN-4910935
31 Jul 2024 MBNA Limited Not upheldConsumer CreditDRN-4910935 The complaint Mr F has complained MBNA Limited is asking him to repay a personal loan he didn’t take out. What happened In November 2023, Mr F fell for a scam. Mr F, after seeing an advert on social media, applied for an investment account with a company (who I’ll refer to a... (3 pages)View decision -
Decision Reference DRN-4750366
30 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4750366 Complaint Miss E is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background In September 2023, Miss E fell victim to an investment scam. A fraudster hacked a social media profile belonging to Miss E’s friend. They then posted informatio... (3 pages)View decision -
Decision Reference DRN-5227920
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5227920 The complaint Mr A complains that Revolut Ltd won’t refund money he lost to a scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened The background to this complaint is well known to both parties, so... (3 pages)View decision
