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 4028 results
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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-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-4245303
21 Jul 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4245303 The complaint Mrs N complains that Revolut Ltd (Revolut) has refused to refund the money she lost falling victim to a scam. Mrs N is being represented by a third party. To keep things simple, I will refer to Mrs N throughout my decision. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-3421537
7 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3421537 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse the funds he lost when he was scammed. What happened In February 2018, Mr M came across Greenfields Capital when he was looking online to invest money. He was subsequently telephoned by an individual cl... (6 pages)View decision -
Decision Reference DRN-4420677
8 Nov 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4420677 The complaint Mr R complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this compla... (5 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 -
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 DRN9563925
30 Sep 2020 American Express Services Europe Limited UpheldBanking and creditComplaint Mr B complains that American Express Services Europe Limited (“Amex”) declined his claim under Section 75 of the Consumer Credit Act 1974 (“s.75”; “the CCA”). And also declined to raise chargebacks in the alternative. Background In June 2016 Mr B purchased a lifetime digital mark... (13 pages)View decision -
Decision Reference DRN-4734790
11 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4734790 The complaint Mr H 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-4754918
22 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4754918 The complaint Mr H has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr H transferred his defined benefit occupational pension scheme to the SIPP to invest in a property-based investment sc... (28 pages)View decision
