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 401363 results
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Decision Reference DRN-5973244
12 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5973244 The complaint Mr T and X (a business) complain that American Express Services Europe Limited trading as American Express provided incorrect advice following the redemption of rewards points earned on their accounts. What happened This complaint is brought by both Mr T and X... (4 pages)View decision -
Decision Reference DRN-6013863
12 Dec 2025 LCM FAMILY LIMITED UpheldInvestmentsDRN-6013863 The complaint Mr R complains about the advisory service he’s received LCM FAMILY LIMITED on his investment portfolio. He says there have been failings in the service provided relating to tax liabilities, the expected returns at exit, unauthorised transactions and he has been... (6 pages)View decision -
Decision Reference DRN-5897603
12 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5897603 The complaint Mr D complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background o... (4 pages)View decision -
Decision Reference DRN-5897869
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5897869 The complaint Mr and Mrs D complain that Lloyds Bank PLC (Lloyds) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs D are being represented by a third party. To keep things simple, I will refer to Mr and Mrs D throughout my decision. What happe... (4 pages)View decision -
Decision Reference DRN-5926225
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5926225 The complaint Mr S has complained that when his Nationwide Building Society Loyalty Saver account was transitioned to being a Reward Saver account he started receiving his statements by post, which greatly upset him as he has experienced many mail problems over the years. Wh... (4 pages)View decision -
Decision Reference DRN-5897938
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5897938 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (6 pages)View decision -
Decision Reference DRN-5515670
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5515670 The complaint Mr L complains Nationwide Building Society (“Nationwide”) has not reimbursed the funds he believes he lost to an investment scam. What happened Mr L came across an investment opportunity in a company I will refer to as “H”. H had several different building proj... (4 pages)View decision -
Decision Reference DRN-5859511
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5859511 The complaint Mrs S has complained that when her Nationwide Building Society Loyalty Saver account was transitioned to being a Reward Saver account she started receiving her statements by post, which greatly upset her as she has experienced many mail problems over the years.... (4 pages)View decision -
Decision Reference DRN-5830148
12 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5830148 The complaint Miss D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded her after she reported falling victim to a scam. What happened Both parties are familiar with the background to this complaint and so I’ll only summarise the key de... (4 pages)View decision -
Decision Reference DRN-6018328
12 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-6018328 The complaint Mr S complains that Nationwide Building Society (Nationwide) hasn’t fully refunded him the money he lost in an investment scam. Mr S is being represented by a family member, but for ease of reading I’ll just refer to Mr S. What happened The circumstances surrou... (7 pages)View decision