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 4032 results
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Decision Reference DRN-3143978
5 Nov 2021 HiFX Europe Limited Not upheldBanking and PaymentsDRN-3143978 The complaint Mr N is unhappy that HiFX Europe Limited (trading as XE) refuses to refund the money he lost having fallen victim to a scam. What happened In early-2018 Mr N fell victim to a forex trading investment scam after searching online for somewhere to put his money in or... (7 pages)View decision -
Decision Reference DRN-5345606
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5345606 The complaint Mr S complains that Monzo Bank Ltd has refused to refund the money he’s lost as a result of a scam. What happened The parties are familiar with the details of the scam, so I’ll simply summarise what happened here. Mr S spotted an advert on social media for an i... (7 pages)View decision -
Decision Reference DRN1300004
6 Mar 2014 Magus Financial Management Limited Not upheldInvestment and pensionsMr N, through his representative, complains that Magus Financial Management Limited gave unsuitable advice to invest in a carbon trading partnership.backgroundI issued a provisional decision in January 2014, a copy of which is attached and forms part of this decision. In my provisional ... (6 pages)View decision -
Decision Reference DRN-4763024
25 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4763024 The complaint Mr W has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr W transferred his existing personal pension plan to an Options SIPP to invest in a property-based investment scheme i... (27 pages)View decision -
Decision Reference DRN-3360786
10 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3360786 The complaint Mr E complains that Portal Financial Services LLP gave him unsuitable advice to go into income drawdown and to invest in high-risk investments. What happened I issued a provisional decision on 9 March 2022. I said I was intending to uphold the complaint but I had ... (9 pages)View decision -
Decision Reference DRN-2915049
14 Jul 2021 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-2915049 The complaint Mrs M has complained that FCA Automotive Services UK Ltd trading as Fiat Financial Services (“FCA” or “the lender”) was irresponsible to have agreed car finance for her in July 2017. Mrs M also says it didn’t treat her fairly when she had problems making her repay... (9 pages)View decision -
Decision Reference DRN-5124838
16 Dec 2024 The Royal Bank of Scotland Plc UpheldInvestmentsDRN-5124838 The complaint Mr A complains that The Royal Bank of Scotland Plc (‘RBS’) has acted unreasonably in relation to the transfer of an existing stocks and shares ISA to an RBS cash ISA. What happened Mr A and his wife were existing clients of an adviser from another business, fr... (5 pages)View decision -
Decision Reference DRN-4806519
20 May 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4806519 The complaint Mr R complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr R entered into the agreement ... (4 pages)View decision -
Decision Reference DRN-5621034
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5621034 The complaint Mr B complains that NewDay Ltd irresponsibly lent to him. What happened Mr B was approved for an NewDay credit card (which I will refer to as A in this decision), in March 2021 with a credit limit of £450. The credit limit was increased to £1,450 in July 2022. ... (6 pages)View decision -
Decision Reference DRN-5269586
17 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5269586 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened Mr D has told us that i... (8 pages)View decision
