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 3967 results
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Decision Reference DRN5323722
21 Jul 2020 ReAssure Limited UpheldInvestment and pensionsMr D complains that ReAssure Limited (ReAssure) didn’t action his request to encash a policy held within his self-invested personal pension (SIPP) by the date it said it would. The proceeds from the sale of the policy were required to complete on the purchase of a property and because of t... (5 pages)View decision -
Decision Reference DRN-4904524
12 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4904524 The complaint Mr W is unhappy with Revolut Ltd (“Revolut”) as it won’t refund the money he lost to a third party scam. What happened In October 2019, Mr W was in the process of buying a property when he received an email from who he thought was his solicitors but, unbeknown... (7 pages)View decision -
Decision Reference DRN0886476
6 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc wants him to repay money he thinks he shouldn’t owe to the bank, because he’s been a victim of fraud.backgroundMr A contacted National Westminster to query some unusual activity on his account. He says he received online banking informati... (1 page)View decision -
Decision Reference DRN3611608
30 May 2018 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMr B complained that Sussex Independent Financial Advisers Limited (Sussex IFA) gave him unsuitable advice to transfer his personal pension plan (PPP) into a self-invested personal pension (SIPP). That was so that he could invest into Harlequin property; an overseas p... (10 pages)View decision -
Decision Reference DRN-5202729
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5202729 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened In 2023, Mr P fell victim to a scam after making payments to what he be... (3 pages)View decision -
Decision Reference DRN1369902
27 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr J complains that National Westminster Bank Plc is seeking repayment of overdrawn funds on his account following a fraudulent cheque transaction. Mr J says he is the victim of fraud and wants NatWest to cancel the debt.backgroundMr J opened a bank account with NatWest, which was late... (2 pages)View decision -
Decision Reference DRN1429017
12 Aug 2016 Ulster Bank Ltd UpheldBanking and creditMrs T complains on behalf of her son, Mr T, that Ulster Bank Limited shouldn’t have allowed Mr T to take money out of his account. She wants the £6,600 Mr T took out to be given back to him.background Mrs T says she set up an account for her son with Ulster Ban... (2 pages)View decision -
Decision Reference DRN6372078
4 Feb 2014 Barclays Bank Plc UpheldBanking and creditMrs Q complains, through her son Mr F, about an ISA transfer from Barclays Bank PLC to a third party building society that did not take place as intended.backgroundIn March 2010, Mr F completed an ISA transfer form requesting the transfer of his mother’s ISA to the building society. ... (3 pages)View decision -
Decision Reference DRN1030284
31 Jul 2013 Santander UK Plc UpheldBanking and creditMr B complains that Santander UK plc has given him conflicting information and has not done enough to help him get back money that he paid by mistake to one of its customers.backgroundI set out the background to this complaint in my provisional decision. I also explained why I propose... (2 pages)View decision -
Decision Reference DRN3051820
3 Apr 2019 Gain Capital - Forex.Com UK Limited Not upheldInvestment and pensionsMs M has complained to Gain Capital UK Limited (t/a Forex.com) about her online trading account.She says it converted the currency of the funds she deposited into the account without her permission, and that the account should never have been opened as Forex.com is n... (3 pages)View decision
