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-5571433
29 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5571433 The complaint Miss W is unhappy with Lloyds Bank Plc. She said the online banking app needed to be fixed. Miss W said her account balance displayed through the online app didn’t take account of all of her upcoming transactions. Miss W said this is misleading and is making it... (3 pages)View decision -
Decision Reference DRN-5721454
29 Jul 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5721454 The complaint The Estate of Mrs C complains that National Savings and Investments only refunded £1 for a £2 bond, and that it gave out wrong information. Mr C is the representative of the Estate. What happened Mr C’s wife passed away in 2023. Mr C contacted NS&I in July ... (2 pages)View decision -
Decision Reference DRN-5546390
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5546390 The complaint Mrs P complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. Mrs P has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to... (3 pages)View decision -
Decision Reference DRN-5306765
29 Jul 2025 Profile Financial Solutions Limited UpheldPensions and AnnuitiesDRN-5306765 The complaint Mr W complains that Profile Financial Solutions Limited (Profile) misadvised him to transfer his employer sponsored company pension scheme (OPS), causing losses. He wants compensation for the losses. Mr W is assisted in bringing his complaint by a Claims Manag... (7 pages)View decision -
Decision Reference DRN-5365711
29 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5365711 The complaint Mrs P complains Moneybarn No.1 Limited (Moneybarn) acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. What happened The facts of this case are familiar to both parties, so I won’t repeat them again in detail here. Instea... (5 pages)View decision -
Decision Reference DRN-4911715
29 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4911715 The complaint Mr B has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr B was contacted by a scammer posing as a romantic interest. After some messaging, they persuaded Mr B to invest in a cryptocu... (2 pages)View decision -
Decision Reference DRN-5414254
29 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5414254 The complaint Ms Z complains that Scottish Widows Limited (Scottish Widows) were rude to her and wouldn’t allow her to access her Personal Pension Plan (the plan) benefits flexibly. She wants compensation for the distress and inconvenience caused. What happened Ms Z was in ... (4 pages)View decision -
Decision Reference DRN-5652073
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652073 The complaint Mr O complains Revolut allowed him to make several transactions to a named gambling company on 2 January 2025, despite Revolut being aware of his compulsive gambling and having a gambling block in place. What happened Mr O explained he sadly suffers with compul... (3 pages)View decision -
Decision Reference DRN-5705692
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705692 The complaint Mr D complains that Monzo Bank Ltd did not treat him fairly when he needed help from it. What happened Mr D says he asked Monzo for help in March 2024, but he wasn’t treated fairly or given appropriate support. He says the compensation paid by Monzo doesn’t go ... (2 pages)View decision -
Decision Reference DRN-4867011
29 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4867011 The complaint Miss O complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a ‘safe account’ scam. What happened In summary, Miss O says that, in July 2023, she was contacted by an individual claiming to be from a well-known merchant (I’ll call ‘A’). She w... (2 pages)View decision
