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-5691823
1 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5691823 The complaint Mrs H complains that Lloyds Bank PLC (“Lloyds”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Mrs H’s card approval and credit limit increases in the table below. Date Event Credit limit I... (5 pages)View decision -
Decision Reference DRN-5552383
1 Aug 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5552383 The complaint Mr B complains that Starling Bank Limited (“Starling”) won’t refund in full the money he lost when he fell victim to an impersonation scam. What happened In May 2024, Mr B fell victim to an impersonation scam. He received a call from an individual who claimed ... (6 pages)View decision -
Decision Reference DRN-5381021
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5381021 The complaint Miss H complains that National Westminster Bank Public Limited Company (‘NatWest’) have not refunded money that she lost when she was the victim of a scam. What happened The details of this complaint are well known to both parties so I will not go into every de... (3 pages)View decision -
Decision Reference DRN-5446688
1 Aug 2025 DEVITT INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-5446688 The complaint Mr B complains about the charges that Devitt Insurance Services Limited applied when he cancelled his motorcycle insurance policy. What happened Mr B took out a motorcycle insurance policy with Devitt through an online comparison site. Less than six months later, ... (2 pages)View decision -
Decision Reference DRN-5054714
1 Aug 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-5054714 The complaint X has complained that StoneX Financial Ltd, trading as Forex.com (‘StoneX’) forcibly closed his forex trading account which he says caused him significant losses. He would like for those losses to be repaid. What happened X held a forex account (account number... (4 pages)View decision -
Decision Reference DRN-5730065
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730065 The complaint Miss N complains Monzo Bank Ltd (“Monzo”) hasn’t refunded her the amount she lost to a job scam. What happened I issued a provisional decision in July 2025 to explain why I thought Miss N’s complaint shouldn’t be upheld. And I said I’d consider anything else an... (4 pages)View decision -
Decision Reference DRN-5557476
1 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5557476 Complaint Mr R is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr R says he was cold-called in relation to an investment opportunity with a company I’ll refer to as Company A. He was told that Company... (3 pages)View decision -
Decision Reference DRN-5705226
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5705226 The complaint Mrs E complains that Wise Payments Limited (Wise) didn’t do enough to protect her from the financial harm caused by a cryptocurrency-based investment scam. Mrs E has been represented by a claims management company throughout her complaint. I have referred to t... (4 pages)View decision -
Decision Reference DRN-5469307
1 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5469307 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr A says that the car has been faulty from an early point after he started to use it. Because of this, Mr A says th... (5 pages)View decision -
Decision Reference DRN-5730008
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730008 The complaint Ms O 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, Ms O fell victim to a cruel investment scam after she responded to an advert on social med... (4 pages)View decision
