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 381196 results
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Decision Reference DRN-5115870
10 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5115870 The complaint Miss B complains that Revolut Limited (‘Revolut’) won’t refund the money she lost to an investment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss B throughout this decision. What happened In summary, Miss B s... (6 pages)View decision -
Decision Reference DRN-5135073
10 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5135073 The complaint X, a limited company, complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect it when it fell victim to a scam. The director of X, Mr D, is bringing the complaint on its behalf via a claims management company. So, in the main, I’ll refer to Mr D throu... (4 pages)View decision -
Decision Reference DRN-5301641
10 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5301641 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money that he lost as the result of a scam. What happened The background to the scam is familiar to the parties, so I’ll simply summarise it here. Mr B was due to ... (4 pages)View decision -
Decision Reference DRN-5203729
10 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5203729 The complaint Mr R complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr R is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties, so I’ll only refer t... (8 pages)View decision -
Decision Reference DRN-5272082
10 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5272082 The complaint Mr T complains that Lloyds Bank PLC won’t refund the money he lost when he fell victim to a scam. What happened The background to the scam is well known to both parties, so I’ll simply summarise what happened here. Mr T wanted to buy some medicine for an elderl... (4 pages)View decision -
Decision Reference DRN-5489988
10 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5489988 The complaint Mr C complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr C was approved for a Capital One credit card in March 2019 with a £500 credit limit. I have detailed the credit limit increases below: March 2020 £500 to £1,500 January 202... (5 pages)View decision -
Decision Reference DRN-5622136
10 Jul 2025 HDI Global Specialty SE UpheldInsuranceDRN-5622136 The complaint Mr F and Ms Y complain about the way HDI Global Specialty SE has handled a claim they’ve made on a building warranty covering their property. What happened Mr F has raised this complaint on behalf of himself and Ms Y so I’ll refer to him throughout. HDI is the ... (3 pages)View decision -
Decision Reference DRN-5652171
10 Jul 2025 One Insurance Limited Not upheldInsuranceDRN-5652171 The complaint Mr O says that after he made a claim on his motor insurance policy, the repairer acting for One Insurance Limited didn’t repair his car properly or promptly and caused extra damage. What happened On 10 June 2024 Mr O told One Insurance that damage had been cau... (2 pages)View decision -
Decision Reference DRN-5374514
10 Jul 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5374514 The complaint Mr G complains about the way Trading 212 UK Limited is dealt with his withdrawal requests from his investment account to his bank account. He says he incurred costs as a result of it not transferring funds to his preferred bank account. What happened Mr G hold... (3 pages)View decision -
Decision Reference DRN-5577469
10 Jul 2025 Equifax Limited UpheldConsumer CreditDRN-5577469 The complaint Mr M complains Equifax Limited merged his credit file with another person, causing information on his credit file to be reflected incorrectly. What happened In November 2024 Mr M contacted Equifax, as a relative’s personal data was showing on his credit file. T... (3 pages)View decision
