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-4353725
28 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4353725 The complaint Mr J complains that Monzo Bank Ltd 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. What happened The detailed background to this complaint is well known to ... (4 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 -
Decision Reference DRN-3901670
17 Jan 2023 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3901670 The complaint Mr D says he received advice from a financial adviser in 2013. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. Mr D says that he was advised to invest funds for a trust... (31 pages)View decision -
Decision Reference DRN-4967233
22 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4967233 The complaint Mr B has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (9 pages)View decision -
Decision Reference DRN-5461457
30 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5461457 The complaint Miss O complains that Revolut Ltd won’t refund a payment she didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties, so I’ll only provide an overview of what happened and focus on giving my reasons f... (3 pages)View decision -
Decision Reference DRN-5214893
16 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5214893 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an employment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5368935
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5368935 The complaint Mr Z complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN9291709
15 Dec 2020 Quilter Financial Planning Solutions Limited Not upheldInvestment and pensionsMr T complains about the advice he was given by a financial adviser - Mr R - in 2009. He says this advice was to switch his personal pension into a SIPP and then invest in the shares of an unlisted company. That company has since gone into liquidation and Mr T believes it was unsuitable to... (29 pages)View decision -
Decision Reference DRN9636360
22 Sep 2018 Clydesdale Bank Plc Not upheldBanking and creditC – a limited liability partnership – complains, with the help of a representative, that Clydesdale Bank Plc mis-sold it a fixed rate loan. Amongst other things, it says that the fix was not suitable for its needs, the break costs were not properly explained and it ... (6 pages)View decision -
Decision Reference DRN-4573971
16 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4573971 The complaint X complains that HSBC UK Bank Plc did not refund a series of payments he lost as part of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail again here. In summary X was introduced to an investment v... (3 pages)View decision
