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 4777 results
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Decision Reference DRN1043673
14 Nov 2019 Alliance Trust Savings Limited UpheldInvestment and pensionsMr W complains about the delays caused by Alliance Trust Savings Limited (Alliance Trust) over the transfer of an existing portfolio from his small self-administered scheme (SSAS). He says he had to hold some funds in cash for longer than necessary and therefore lost the opportunity to inv... (7 pages)View decision -
Decision Reference DRN5851407
30 Dec 2020 National Westminster Bank Plc UpheldBanking and creditMs W (on behalf of Mr W’s estate) complains that National Westminster Bank Plc (NatWest) allowed a third party (Mr B) to make payments from Mr W’s account between 2003 and 2007 and failed to identify the payments were part of ongoing financial abuse. background Unfortunately, due to the ti... (6 pages)View decision -
Decision Reference DRN-4908298
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908298 The complaint Ms E complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “F” complains on behalf of Ms E. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (6 pages)View decision -
Decision Reference DRN0914139
20 May 2015 GMAC UK Plc UpheldBanking and creditMr R complains about a second hand car supplied to him under a conditional saleagreement with GMAC UK plc, trading as GMAC (“GMAC”).backgroundMr R complains first about the quality of a second hand car supplied to him inFebruary 2013, under a conditional sale agreemen... (6 pages)View decision -
Decision Reference DRN-5765026
22 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5765026 The complaint Mrs C is unhappy with the amount she’s being charged by BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BMWFS’) on early termination of a hire agreement she had with them. What happened In March 2023, Mrs C was supplied with a new car t... (6 pages)View decision -
Decision Reference DRN-5045947
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5045947 The complaint Miss A complains that Barclays hasn’t fully refunded her for money she lost when she was the victim of a scam. What happened Miss A holds an account with Barclays. In December 2023, she met someone on a dating app. I’ll refer to that person as S. Miss A says s... (6 pages)View decision -
Decision Reference DRN-4193092
19 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4193092 The complaint Mr H complains that Barclays Bank UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well kno... (6 pages)View decision -
Decision Reference DRN-4808783
25 Jul 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4808783 The complaint Miss S complains about the way that AXA PPP Healthcare Limited has handled a claim she made on a group private medical insurance policy. What happened The detailed background to this complaint is well-known to both parties. So I’ve simply set out a summary of w... (6 pages)View decision -
Decision Reference DRN-4104128
13 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4104128 The complaint Miss V complains that Monzo Bank Ltd didn’t treat her fairly when she fell victim to an investment scam in 2021. What happened In early July 2021, Miss V started chatting with someone she’d met on a dating site (I’ll refer to this individual as S). Over the course... (6 pages)View decision -
Decision Reference DRN2621142
14 May 2020 Mattioli Woods PLC UpheldInvestment and pensionsComplaintMr O complained about charges applied to his Pilgrim self-Invested Personal Pension(SIPP) since City Trustees Limited were appointed as the scheme administrator. More specifically, the charges relating to the non-standard investments held within his SIPP.BackgroundIn 2012, City Tr... (6 pages)View decision