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-4954450
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4954450 The complaint Mr F complains that Wise Payments Limited trading as Wise won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In late 2023 Mr F... (3 pages)View decision -
Decision Reference DRN-4345894
14 Nov 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4345894 The complaint Mrs W complains that Santander UK Plc won’t refund the money she lost to an investment scam. Mrs W is represented by a third party but for ease of reading, I’ll refer to all submissions as having come from her alone. What happened Mrs W came across an online adve... (3 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-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 DRN-3791993
24 Mar 2023 Step One Finance Limited UpheldMortgagesDRN-3791993 The complaint Mrs F complains about a secured loan which was taken out fraudulently in her name with Step One Finance Limited. She says Step One shouldn’t have granted the loan as it didn’t do proper checks on the application, and it gave her false and misleading information wh... (3 pages)View decision -
Decision Reference DRN-4926040
4 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4926040 The complaint Mr K complains that Wise Payments Limited trading as Wise (Wise) won’t refund money he lost in a job scam. What happened Mr K got a message on WhatsApp offering him part time work. This could be done alongside his existing business. He researched the company a... (8 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-5215933
17 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5215933 The complaint Mr C complains that Black Horse Limited was irresponsible in its lending to him. He wants all interest and charges he paid under his hire purchase agreement refunded along with 8% simple interest and any adverse information recorded on his credit file removed. ... (3 pages)View decision -
Decision Reference DRN-3366774
11 Mar 2022 Logbook Money Limited UpheldConsumer CreditDRN-3366774 The complaint Miss G has complained that Logbook Money Limited (“LML” or “the lender”) was irresponsible to have agreed credit for her. What happened LML provided Miss G with two loans: her first was for £1,000 taken out on 17 October 2017 and her second was for £1,442 on 11 Fe... (5 pages)View decision -
Decision Reference DRN-2025006
13 Oct 2020 EBS Pensions Limited Not upheldPensions and AnnuitiesDRN-2025006 The complaint Ms G complains that EBS Pensions Limited (EBS Pensions) left the funds that had been transferred to her self-invested personal pension (SIPP), in cash – even after a stockbroker was appointed to invest the funds in April 2016. She wants to be compensated for the i... (5 pages)View decision
