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-4281134
2 Aug 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4281134 The complaint Mr H complains that American Express Services Europe Limited (Amex) have provided him with poor customer service since he attempted to close his account. What happened Mr H attempted to close his account in July 2022. He received a cheque from them for £38.68, whi... (5 pages)View decision -
Decision Reference DRN-4976682
28 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4976682 The complaint Mrs A complains Revolut Ltd won’t refund the £15,000 she lost as part of a crypto investment scam. Mrs A is being supported in making her complaint by a representative, but for ease, I’ll refer to Mrs A throughout this decision. What happened In March 2023 Mrs ... (5 pages)View decision -
Decision Reference DRN-2210061
26 Jan 2021 Black Horse Limited UpheldConsumer CreditDRN-2210061 The complaint Miss M, who is represented by her brother, Mr M, complains that Black Horse Limited handled the termination of her hire purchase agreement incorrectly. What happened In September 2015 Miss M acquired a car costing £65,781 funded by a deposit of £8,000 and the bala... (4 pages)View decision -
Decision Reference DRN-3059912
4 Oct 2021 Master Adviser CFP Limited UpheldInvestmentsDRN-3059912 The complaint Mrs M was a client of Master Adviser CFP Limited. The executor of Mrs M’s estate complains that one of Master Adviser’s representatives, who I will call Mr F, stole Mrs M’s money which was intended to be used for investments the adviser had recommended to Mrs M. T... (44 pages)View decision -
Decision Reference DRN-4831215
25 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4831215 The complaint Miss G is unhappy because Santander UK Plc (‘Santander’) declined to refund £1,349 which she lost due to a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary,... (4 pages)View decision -
Decision Reference DRN-3843271
19 Jan 2023 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-3843271 The complaint A company which I’ll refer to as S, complains that Advanced Payment Solutions Ltd (trading as Cashplus) didn’t do enough to prevent S losing out financially as a result of an authorised push payment fraud. What happened The background to the complaint is well know... (3 pages)View decision -
Decision Reference DRN7396211
14 Feb 2014 N D Toy & Partners Ltd UpheldInvestment and pensionsMr W has complained that advice he received from N D Toy & Partners Ltd (“the business”) in 2006 to invest a capital sum equally between a cautious managed fund and a property fund within an investment bond was unsuitable for him. He wished to make provision in around seven years... (5 pages)View decision -
Decision Reference DRN-4878161
28 Jun 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4878161 The complaint Miss A complains that Marsh Finance Limited (MFL) shouldn’t have lent to her as she couldn’t afford the lending. Miss A is represented by a third party in bringing her complaint. But for ease of reading I will only refer to Miss A in my decision. What happened Mis... (6 pages)View decision -
Decision Reference DRN-3317544
18 Feb 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3317544 The complaint Mr P complains about his bank Metro Bank PLC. He says it didn’t help recover the money he lost to a fraudulent company. Mr P also complains that Metro Bank didn’t warn him about the potential risk of fraud when he made the payments. What happened Mr P says that he... (5 pages)View decision -
Decision Reference DRN-4645593
24 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4645593 The complaint Mr S complains that Wise Payments Limited (Wise) won’t refund him after he was the victim of a job scam. Mr S is represented by a third-party, but for ease of reading I’ll refer to Mr S only. What happened The background to this complaint is already well know... (4 pages)View decision
