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-4209357
7 Sep 2023 ClearBank Limited Not upheldBanking and PaymentsDRN-4209357 The complaint J complains that ClearBank Limited have not refunded £4,250 that they lost as part of a scam. What happened J, a limited company, contacted a third-party company to purchase plant machinery. They communicated via text and received videos of the machinery they inte... (3 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 DRN2297070
23 May 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMr C complained he was given unsuitable advice by Kingswood Financial Advisors to transfer his pension plan to a self-invested personal pension (SIPP). The SIPP was set up to allow Mr C to invest in a Harlequin off-plan hotel development in the Caribbean. backgroundIn ea... (8 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-3720322
7 Oct 2022 Bank of Scotland Plc Not upheldInvestmentsDRN-3720322 The complaint Mrs H on her own behalf and the Estate of the late Mr H has complained about the advice received from the Bank of Scotland plc, trading as Halifax (’Halifax’). Mrs H and the late Mr H are represented by a third party, but for ease of reference I shall refer to Mrs... (5 pages)View decision -
Decision Reference DRN-4094346
28 Apr 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4094346 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t protect him from a scam. What happened What Mr H says: Mr H is represented by a third-party claims firm, but I will refer to the complainant as Mr H. Mr H had an account with Virgin. U... (4 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-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-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 DRN6422182
16 Feb 2018 The Co-operative Bank Plc UpheldInvestment and pensionsMr and Mrs B are complaining about The Co-operative Bank Plc (trading as Britannia) because it changed their main correspondence address and sent information about their account to a third party.backgroundIn 2016, Mr and Mrs B had problems reinvesting the proceeds of... (3 pages)View decision
