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-3068253
27 Sep 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3068253 The complaint Mrs W complains that Santander UK Plc closed her accounts and won’t release money held in the accounts to her. She also complains about poor service. What happened Mrs W opened two accounts with Santander in August 2018. Mrs W says she opened the accounts after mo... (6 pages)View decision -
Decision Reference DRN-2935543
23 Feb 2023 Jacob Hopkins McKenzie Limited UpheldInvestmentsDRN-2935543 The complaint Mr G complains that Jacob Hopkins McKenzie Limited (JHML) mis-sold him an investment in a property scheme. What happened Mr G met with an advisor of JHML in around July 2018. The advisor sold him £30,000 worth of shares in a property development scheme. Mr G under... (7 pages)View decision -
Decision Reference DRN-6020627
15 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6020627 The complaint Mr M is unhappy Barclays Bank UK PLC will not refund the money that he lost as the result of a scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them here in full. In summary, Mr M fell victim to a job/task scam. He w... (5 pages)View decision -
Decision Reference DRN-5394266
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5394266 THE COMPLAINT Ms M complains Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to two scams. Ms M is represented by Richardson Hartley Law (“RHL”) in this matter. However, where appropriate, I will refer to Ms M solely in this deci... (4 pages)View decision -
Decision Reference DRN-3673238
31 Aug 2022 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3673238 The complaint Mr J says the advice given and the arrangements made by Facet Investment Management Ltd (FIM), to switch his Self-invested Personal Pension (SIPP) with Standard Life into a platform SIPP with the same provider, with a discretionary fund management (DFM) arrangemen... (12 pages)View decision -
Decision Reference DRN-5497551
1 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5497551 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN7334721
3 Mar 2020 Quilter Financial Planning Solutions Limited UpheldInvestment and pensionssummary of complaintMr and Mrs M’s complaint is that they were advised by an adviser with Positive Solutions Financial Solutions (Financial Services) Ltd to surrender existing investments to invest in two replacement high risk unsuitable investments with Stirling Mortimer. Those investment... (34 pages)View decision -
Decision Reference DRN-5056161
4 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5056161 The complaint Mrs T complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-5497500
2 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5497500 The complaint Miss S complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. Miss S is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to both parties, so I’ll only provide ... (4 pages)View decision -
Decision Reference DRN-3875522
29 Dec 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3875522 The complaint Mr S complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on White Sands investments he made through his L&C Self-Invested Personal Pension (‘SIPP’) and that, as a result of this, he’s suffered significant... (44 pages)View decision
