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 128312 results
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Decision Reference DRN-5106610
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5106610 The complaint Mrs P complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs P had invested through a company I’ll refer to as B in 2017. She received the returns and final ... (5 pages)View decision -
Decision Reference DRN-5116620
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5116620 The complaint Miss A complains Monzo Bank Ltd didn’t do enough to help her when she fell victim to a scam. What happened Miss A has an account with Monzo. Miss A says she contacted Monzo on 6 February 2024 to say she’d just tried to pay for some accommodation abroad and real... (3 pages)View decision -
Decision Reference DRN-5161001
15 Jan 2025 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5161001 The complaint Miss P complains that after she engaged an appointed representative of Personal Touch Financial Services Ltd to source a mortgage she found herself paying a higher rate of interest than she agreed to. What happened Miss P used an appointed representative of Per... (2 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5228638
15 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5228638 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (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’) and (2) decidin... (20 pages)View decision -
Decision Reference DRN-4862188
15 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4862188 The complaint Mr P is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to an investment scam. He says he was introduced to the scheme that purported to ... (9 pages)View decision -
Decision Reference DRN-5263649
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5263649 The complaint Mr H complains Monzo Bank Ltd didn’t do enough when he was the victim of identity theft and fraud. What happened Mr H has an account with Monzo and accounts elsewhere. Mr H says he received a text from a delivery company saying he’d missed a delivery and needed... (3 pages)View decision -
Decision Reference DRN-5245018
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5245018 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost when she fell victim to a scam. What happened Ms R invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “B” in September 2019. Ms R’s understanding of the investment w... (7 pages)View decision -
Decision Reference DRN-4974898
15 Jan 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4974898 The complaint Mrs J has complained that Scottish Widows Limited (SW) didn’t correctly apply contributions which were made to the pension plan she held with it. Mrs J has further said that a transfer out from SW was delayed. What happened The investigator who considered this ... (8 pages)View decision -
Decision Reference DRN-5129368
15 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5129368 The complaint Mr H complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H has an account with Revolut that he opened in January 2023. He has an account elsewhere too with a business who I’ll refer to as “H” through... (2 pages)View decision