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-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 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-4500815
5 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4500815 The complaint Mr P complains that National Westminster Bank Plc won’t refund him for a holiday cottage rental. What happened In March 2023 Mr P’s National Westminster Bank Plc credit card (NatWest for short) was used to part fund payment on a ... (5 pages)View decision -
Decision Reference DRN4627340
1 Apr 2021 BMW Financial Services (GB) Limited Not upheldBanking and creditMr N complains that BMW Financial Services (GB) Limited (BMWFS) held him liable for car finance he says was taken out in his name by a fraudster. background In January 2017, Mr N entered into a hire purchase agreement with BMWFS for the purchase of a car at a cash price of £164,995. Mr N s... (5 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-3545744
25 Jul 2022 Think Money Limited UpheldBanking and PaymentsDRN-3545744 The complaint Mr C is unhappy that Think Money Limited (“thinkmoney”) hasn’t reimbursed him for his loss after he was the victim of a scam. What happened On 6 September 2021 Mr C received an email he believed to be from a builder he’d employed to work on his home. His son had b... (4 pages)View decision -
Decision Reference DRN-4701466
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4701466 The complaint Mr N is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened On 29 February 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I issued my ... (10 pages)View decision -
Decision Reference DRN-4633812
20 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4633812 The complaint Mr C complains that Wise Payments Limited trading as Wise didn’t do enough to protect him from the financial harm caused by two scams, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5090416
17 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5090416 The complaint Ms W complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund her the amount she lost as the result of a scam. Ms W is being represented by a third party. To keep things simple, I will refer to Ms W throughout my decision. What happened... (3 pages)View decision -
Decision Reference DRN-3545262
23 Sep 2022 R.A. Cowen & Partners (Financial Services) Limited Not upheldPensions and AnnuitiesDRN-3545262 The complaint Mr W and Mr W2 complain that R.A. Cowen & Partners (Financial Services) Limited failed to provide adequate advice or service for their Small Self-Administered Scheme (“SSAS”) following the departure from R.A. Cowen of the financial adviser who had been advisin... (4 pages)View decision
