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 3981 results
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Decision Reference DRN-4622339
29 May 2024 Storrar Crane Ltd UpheldInvestmentsDRN-4622339 The complaint Mr S brings this complaint as a representative for all of the executors of the estate of the late Mr C. He says that an appointed representative adviser of Storrar Crane Ltd misadvised Mr C and his wife into taking out an investment bond in 2021 which presented to... (8 pages)View decision -
Decision Reference DRN-5031102
18 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5031102 The complaint Miss R complains that Revolut Ltd won’t refund several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Miss R responded to an advert s... (8 pages)View decision -
Decision Reference DRN-5112924
15 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5112924 The complaint Mr C complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he lost as the result of a cryptocurrency investment scam. Mr C referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’... (5 pages)View decision -
Decision Reference DRN-4764323
2 May 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4764323 The complaint Mr T, via a third party, complains that Close Brothers Limited (“Close Brothers”) irresponsibly lent to him. What happened In June 2019 Mr T entered into an agreement with Close Brothers for a used car costing £12,995. Under the terms of the agreement, everything... (3 pages)View decision -
Decision Reference DRN-3981813
23 Feb 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3981813 The complaint Mr T complains that HSBC UK Bank Plc blocked access to funds which had been paid into his current account, causing him significant stress and financial loss. What happened Mr T lives in the USA, he holds a current account with HSBC. He stopped using this account i... (3 pages)View decision -
Decision Reference DRN-5283416
4 Feb 2025 Skipton Building Society Not upheldMortgagesDRN-5283416 The complaint Heading This complaint is about a mortgage application made by Mr and Mrs Y to Skipton Building Society in 2024. The essence of the complaint is that Skipton withdrew the mortgage offer after Mr and Mrs Y had exchanged contracts on their new property purchase.... (2 pages)View decision -
Decision Reference DRN-4985564
20 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4985564 Complaint Ms H is unhappy that Revolut Ltd didn’t refund her losses after she fell victim to a scam. Background In December 2022, Ms H began researching different investment opportunities. She says she filled out several enquiry forms with various companies. Subsequently, sh... (8 pages)View decision -
Decision Reference DRN-4217769
12 Dec 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4217769 The complaint Mr and Mrs G complain that Bank of Scotland plc trading as Halifax made an error with their payment request which had an impact on them. What happened Mr and Mrs G say that they contacted Halifax on 21 March 2023 to have their savings account transferred to a thir... (4 pages)View decision -
Decision Reference DRN-4908098
10 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4908098 The complaint Mrs W complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency scam. Mrs W is being represented by solicitors in this complaint. What happened Mrs W says that in January 2023 she came across an advertisement for an inves... (10 pages)View decision -
Decision Reference DRN-4723244
3 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4723244 The complaint Miss R complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened an... (7 pages)View decision
