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 374385 results
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Decision Reference DRN-5229648
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5229648 The complaint Ms P, via a representative, has complained that Barclays Bank UK PLC (“Barclays”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything ag... (3 pages)View decision -
Decision Reference DRN-5757158
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5757158 The complaint Mr W complains that Wise closed his existing account without notice after he applied for a USD account with it. What happened Mr W held an account with Wise that had been open since 2021 and on 8 June 2025 applied for a USD account so he could receive payments ... (2 pages)View decision -
Decision Reference DRN-5762636
29 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5762636 The complaint Mr F complains about the length of time he had to wait on the phone to speak to an agent from Barclays Bank UK PLC (Barclays) about his mortgage. What happened Mr F says that he was advised on Barclays’ online chat that he needed to speak to an agent to change ... (3 pages)View decision -
Decision Reference DRN-5385209
29 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5385209 The complaint Mr A held 708 Polymetal Plc shares in Freetrade Limited’s (‘Freetrade’) nominee account. After the shares were delisted from the London Stock Exchange (‘LSE’) Mr A complained that Freetrade didn’t advise on a process to transfer the shares or what options were ... (5 pages)View decision -
Decision Reference DRN-5294898
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5294898 The complaint Mr T complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2023, Mr T came across an advert online for an investment company endorsed by a well-known public figure. He followed the link in the advert... (3 pages)View decision -
Decision Reference DRN-5361614
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5361614 The complaint Mr and Mrs T complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) unfairly closed their account and withheld their account balance. Mr and Mrs T are also unhappy with how Virgin Money handled their personal information and the service they ... (6 pages)View decision -
Decision Reference DRN-4981431
29 Aug 2025 Santander UK Plc Not upheldInvestmentsDRN-4981431 The complaint Mr and Mrs B complain about the way in which Santander UK Plc (Santander), through its private banking service has managed their information. What happened Mr and Mrs B say in 2020, they provided information about their source of wealth to their then Santander ... (3 pages)View decision -
Decision Reference DRN-5783055
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5783055 The complaint Mr and Mrs G have complained about their commercial vehicle insurer West Bay Insurance Plc regarding a claim they made when their pick-up van was stolen. What happened Mr and Mrs G’s pick up was stolen in mid-May 2024, with a claim being made to West Bay by th... (5 pages)View decision -
Decision Reference DRN-5222193
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222193 The complaint Mr R complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2021, Mr R was looking for ways to invest his money and came across an advert on a social media website for a company ... (6 pages)View decision -
Decision Reference DRN-5500357
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5500357 The complaint Mrs K complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she believes she lost to an investment scam. Mrs K referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr... (3 pages)View decision
