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-3544621
10 Nov 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3544621 The complaint Mr P complains that Westerby Trustee Services Limited (“Westerby”) didn’t fulfil its regulatory obligations when dealing with his funds and should have done more due diligence before accepting the investments he made in his Self-Invested Personal Pension (“SIPP”).... (39 pages)View decision -
Decision Reference DRN-5106001
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5106001 The complaint Mr A is unhappy that Revolut Ltd (Revolut) won’t refund the money he lost to a third-party scam. What happened Mr A told us he saw a post on social media from someone he knew - promoting an investment opportunity – but unbeknown to him at the time their account... (11 pages)View decision -
Decision Reference DRN3792659
26 Jun 2018 Independent Portfolio Managers Ltd UpheldInvestment and pensionsMs B invested in Secured Energy Bonds. The bonds were issued by Secured EnergyBonds plc ('SEB') and it has now gone into administration. Ms B says she made theinvestment on the basis of the Invitation Document approved by Independent PortfolioManagers Ltd (... (23 pages)View decision -
Decision Reference DRN1195624
7 Feb 2017 Wage Day Advance Limited UpheldBanking and creditMs A has complained about loans granted to her by Wage Day Advance Limited (“Wage Day” or “the lender”).background The background to this complaint was set out in my provisional decision dated 5 January 2017, a copy of which is attached and forms part of this final ... (5 pages)View decision -
Decision Reference DRN-5626124
21 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5626124 Complaint Mrs C is unhappy that J.P. Morgan Europe Limited (trading as Chase) didn’t reimburse her after they reported falling victim to a series of scams. Background The background to this complaint is well known to the parties and was set out in considerable detail by th... (3 pages)View decision -
Decision Reference DRN-4534904
2 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4534904 The complaint Mrs N complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to protect her as a vulnerable customer and failed to adequately protect her account, which resulted in her being able to spend significant amounts on gambling. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4915605
8 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4915605 The complaint Mr K complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr K says: Mr K is represented by a third-party claims firm but I will refer to Mr K here. Mr K found a crypto currency firm online and completed t... (5 pages)View decision -
Decision Reference DRN-4976650
17 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4976650 The complaint 1. Mrs T says that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (“Novuna”), did not act fairly or reasonably when considering its obligations under the Consumer Credit Act 1974 (“CCA”) in relation to a loan taken to pay for a timeshare. What... (32 pages)View decision -
Decision Reference DRN-5305152
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5305152 Complaint Mr P is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In late 2023, Mr P was introduced to an investment opportunity by a friend. He was told that he could put his funds under the control of a particular co... (8 pages)View decision -
Decision Reference DRN-5708900
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5708900 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he was a victim of a scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to the key events here. In February 2024, Mr K receive... (7 pages)View decision
