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 380824 results
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Decision Reference DRN-5800474
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5800474 THE COMPLAINT Mr M complains that Monzo Bank Ltd (“Monzo”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of readi... (3 pages)View decision -
Decision Reference DRN-5903622
23 Oct 2025 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5903622 The complaint Ms M has complained that the advice she received from True Potential Wealth Management LLP (TPWM) to transfer her existing pension drawdown arrangements to it was inappropriate. Ms M would like to be compensated for any financial loss she has suffered as a resu... (8 pages)View decision -
Decision Reference DRN-5660791
23 Oct 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5660791 The complaint Ms B complains that Legal and General Assurance Society Limited (‘L&G’) unfairly refused a claim she made under a group income protection policy. What happened Ms B was a member of her employer’s income protection policy, underwritten by L&G. The policy... (5 pages)View decision -
Decision Reference DRN-5771547
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771547 The complaint Mr A is unhappy with Monzo Bank Ltd. He said his credit file had been defaulted unfairly. Mr A felt Monzo had given him inadequate support as a vulnerable customer. And he was unhappy with the sudden and unexplained closure of his Monzo account. What happened... (6 pages)View decision -
Decision Reference DRN-5800513
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5800513 THE COMPLAINT Mr M complains that Lloyds Bank PLC (“Lloyds”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of rea... (3 pages)View decision -
Decision Reference DRN-5899318
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5899318 The complaint A company I will call ‘T’ complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has repeatedly blocked its account when payment from a particular international client is received. Mrs R, a director of T, brings the complaint on behalf of... (3 pages)View decision -
Decision Reference DRN-4747498
23 Oct 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4747498 The complaint Mr and Mrs H’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2)... (16 pages)View decision -
Decision Reference DRN-5754222
23 Oct 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5754222 The complaint Mrs S complains about how Paragon Bank PLC handled an ISA transfer request which she says caused a loss of interest and stress. What happened Mrs S holds several ISAs with Paragon. On 30 April 2025 Mrs S requested one of her Paragon ISAs be transferred to anot... (3 pages)View decision -
Decision Reference DRN-5881688
23 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5881688 The complaint Mr C complains Revolut Ltd won’t refund the money he lost to a recovery scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In June 2023, Mr C lost just over £11,000 to what turned out to... (5 pages)View decision -
Decision Reference DRN-5762222
23 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5762222 The complaint Mrs W is unhappy that Wise Payments Limited won’t reimburse money she lost to a scam. What happened The background to this complaint is known to both parties, so I won’t repeat everything here. In January 2024, Mrs W sadly fell victim to an impersonation scam... (3 pages)View decision
