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 123872 results
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Decision Reference DRN-5359344
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5359344 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to a scam, which caused him to lose money. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events $ ) In Decembe... (7 pages)View decision -
Decision Reference DRN-5713819
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5713819 The complaint Mr R is unhappy that Lloyds Bank PLC didn’t send a new credit card to him in a timely manner. What happened On 13 January 2025, Mr upgraded his credit account with Lloyds as he wanted to use benefits provided by the upgraded account. The following day, Mr R cal... (3 pages)View decision -
Decision Reference DRN-5709945
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5709945 The complaint Mr P complains Lloyds Bank PLC didn’t do enough to protect him when he fell victim to an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events # <br />View decision
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Decision Reference DRN-5467964
24 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5467964 The complaint Mr G complaints that TSB Bank plc won’t completely refund him for payments he made as a result of a scam. What happened Mr G was the victim of a fraudulent investment company that I’ll refer to as W. Using remote access software, W guided him through sending mo... (3 pages)View decision -
Decision Reference DRN-5539506
24 Jul 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5539506 The complaint Mr T complains about how Aviva Life & Pensions UK Limited has dealt with his enquiries about an interest payment it made following the late payment of a pension commencement lump sum (“PCLS” – otherwise known as tax free cash) in August 2024. What happened ... (3 pages)View decision -
Decision Reference DRN-5610133
24 Jul 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5610133 The complaint Mr F complains that Northern Bank Limited (trading as Danske Bank) blocked his credit card when he only requested that it block a transaction. What happened Mr F says he called Danske Bank on 22 July 2024 to request it blocked payments to a holiday company wit... (2 pages)View decision -
Decision Reference DRN-5713595
24 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5713595 The complaint Miss K is represented by her solicitors. They say St. James’s Place Wealth Management Plc (‘SJP’) gave her unsuitable advice in 2018 to transfer her pensions into an SJP Retirement Account (‘RA’) and to transfer her Individual Savings Accounts (‘ISAs’) from th... (14 pages)View decision -
Decision Reference DRN-5713340
24 Jul 2025 Wakam UpheldInsuranceDRN-5713340 The complaint Mr S and Mrs W have complained that Wakam wrongly voided their home insurance policy and declined their claim in relation to stolen items following a burglary. For the avoidance of doubt, the term ‘Wakam’ includes reference to its agents and representatives fo... (6 pages)View decision -
Decision Reference DRN-5713689
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5713689 The complaint Mr P and Mrs P complain that Lloyds Bank PLC (Lloyds) didn’t do enough to protect them from the financial harm caused by a purchase scam. Mr P and Mrs P have been represented by solicitors throughout their complaint. I have referred to this firm as Mr P and Mr... (6 pages)View decision -
Decision Reference DRN-5161646
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5161646 The complaint Mrs B complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “C” complains on behalf of Mrs B. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (10 pages)View decision
