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 388057 results
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Decision Reference DRN-5070149
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070149 Complaint Mr N is unhappy that Lloyds Bank PLC didn’t reimburse him in full after he reported falling victim to a scam. Background In late 2023, Mr N was unfortunately targeted by an employment scam. Having recently been made redundant, he was actively seeking new job opport... (3 pages)View decision -
Decision Reference DRN-5166187
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166187 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel investment scam after responding to information she saw on... (5 pages)View decision -
Decision Reference DRN-5142912
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5142912 The complaint Miss M is being represented by a claims manager. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel investment scam after... (5 pages)View decision -
Decision Reference DRN-5679168
17 Jul 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5679168 The complaint Mrs W complains that Everyday Lending Limited (“ELL”) recorded a default against her personal loan while she was vulnerable and experiencing a period of financial difficulty. What happened In January 2023, Mrs W successfully applied for a personal loan with ELL... (4 pages)View decision -
Decision Reference DRN-5636910
17 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5636910 The complaint Mr J complains Advantage Insurance Company Limited (Advantage) caused delays with his claim on his motor insurance policy and unfairly declined to settle his claim. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns... (3 pages)View decision -
Decision Reference DRN-5189838
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5189838 The complaint Mr S complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S throughout this d... (8 pages)View decision -
Decision Reference DRN-5698362
17 Jul 2025 SHAND ASSOCIATES LIMITED UpheldPensions and AnnuitiesDRN-5698362 The complaint Mr S complains, via a legal representative, that Shand Associates Ltd failed to provide him with the agreed ongoing advice service. Mr S wants the annual fees he paid to be refunded for the years he received no service. What happened Mr S received financial adv... (4 pages)View decision -
Decision Reference DRN-5243815
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5243815 The complaint Mr S has complained that Revolut Ltd won’t refund money he has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I... (4 pages)View decision -
Decision Reference DRN-5265149
17 Jul 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5265149 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclays Wealth Management (Barclays) withdrew the Portfolio Finance credit facility he opened in April 2014. By withdrawing the facility Mr P was forced to sell assets to repay the balance. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5632894
17 Jul 2025 NewDay Ltd Not upheldConsumer CreditDRN-5632894 The complaint Mrs B complains that NewDay Ltd trading as AO Finance (NewDay) acted irresponsibly in agreeing to credit she said was unaffordable for her. What happened In December 2021 Mrs B applied for a revolving credit facility with NewDay. Her application was successful ... (3 pages)View decision