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-5616904
2 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5616904 The complaint Miss H complains that Santander UK Plc won’t refund money she lost to a scam. Miss H is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss... (4 pages)View decision -
Decision Reference DRN-4398600
8 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4398600 The complaint Mr M complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting his Self Invested Personal Pension (‘SIPP’) application. Mr M says this has resulted in him suffering a substantial loss to his pension funds. Opti... (44 pages)View decision -
Decision Reference DRN-4785695
12 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4785695 The complaint Dr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the remaining funds she lost when she fell victim to a scam. What happened What Dr C says Dr C says that after receiving an inheritance she left her contact details on the websites of some investment ... (6 pages)View decision -
Decision Reference DRN1060061
22 Oct 2013 John Joseph Financial Services Limited UpheldInvestment and pensionsMr R complains about advice given by John Joseph Financial Services Limited (‘the IFA’), during August 2005, to invest £100,000 into a Keydata Secure Income Bond issue 1 (the Keydata bond),. The capital invested was from the surrender of an existing plan, held within a Self-Invested Per... (14 pages)View decision -
Decision Reference DRN5986575
21 Jan 2019 National Westminster Bank Plc UpheldInvestment and pensionsMr and Mrs H’s representative complained that National Westminster Bank Plc advised them to invest too much of their money in risk-based products and that the funds recommended were too risky, particularly given they were first-time investors.backgroundThe background ... (4 pages)View decision -
Decision Reference DRN-4345109
13 Nov 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4345109 The complaint Mr S complains that PrePay Technologies Limited trading as PrePay Solutions (‘PrePay’) won’t refund him in full after he fell victim to a scam. What happened Mr S is represented in this case but for ease I’ll refer to Mr S throughout my decision. Mr S says that he... (4 pages)View decision -
Decision Reference DRN-3410224
31 Mar 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3410224 The complaint Mr L complains that Westerby Trustee Services Limited (‘Westerby’) allowed his Self- Invested Personal Pension (‘SIPP’) to be invested in high risk investments. Mr L says Westerby shouldn’t have allowed this to happen. What happened Westerby’s been represented by ... (48 pages)View decision -
Decision Reference DRN-5223841
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223841 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Miss M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some k... (4 pages)View decision -
Decision Reference DRN4910043
5 May 2017 Clydesdale Bank Plc UpheldBanking and creditC has complained that it was mis-sold a fixed rate loan by Clydesdale Bank Plc (“Clydesdale”) in 2009.backgroundC is a company involved in property. In 2009, it restructured its debt. At the time, its loan arrangements with Clydesdale included the following: a 22 y... (10 pages)View decision -
Decision Reference DRN-5833450
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5833450 The complaint Mr H complains about the way Lloyds Bank PLC dealt with his requests for a payment arrangement and that it allowed his ex-partner access to his current account. What happened In 2023, Mr H reached out to Lloyds over the phone for help with managing his overdraf... (4 pages)View decision
