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 3981 results
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Decision Reference DRN-3553528
18 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3553528 The complaint Mr N complains that Barclays Bank UK PLC didn’t do enough to protect him from the loss of credit card payments to an investment scam. What happened Mr N has explained that in 2016 he made the following payments using his Barclays credit card to a merchant going by... (5 pages)View decision -
Decision Reference DRN-5717559
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5717559 The complaint Mr O complains that Monzo Bank Ltd didn’t do enough to prevent him losing money to a scam. Mr O has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr O himself where I also mean the representative. What happe... (3 pages)View decision -
Decision Reference DRN-5178554
22 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5178554 The complaint Mrs D is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs D is being represented by a claims management company but, for ease of reference, I’ll only refer to Mrs D here. What happened The detailed background to this complai... (6 pages)View decision -
Decision Reference DRN-4678144
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4678144 Complaint Mrs I is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In mid-2023, Mrs I had been looking for work and shared her CV on a recruitment website. She was then messaged by somebody who claimed to represent... (3 pages)View decision -
Decision Reference DRN3859119
19 Sep 2013 RLUM (CIS) Limited Not upheldInvestment and pensionsMrs A has complained that advice she received from CIS Unit Managers Limited (“the business”) on three occasions in 2001, 2004 and in 2007 to make increasing regular contributions to three ‘medium’ risk investment funds of a unit trust was unsuitable for her as the investment repres... (5 pages)View decision -
Decision Reference DRN-5501053
14 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5501053 The complaint Mr Q complains that Creation Consumer Finance Ltd (Creation) didn’t sufficiently check whether he could sustain the repayments before they agreed to his opening a credit account. In bringing his complaint Mr Q is represented by a third party. For ease of readin... (2 pages)View decision -
Decision Reference DRN-5570048
11 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5570048 The complaint Miss V complains Santander UK Plc hasn’t refunded an unauthorised payment from her account after she was scammed by a fake travel company. What happened Miss V is represented by her father, who I understand is the one who was looking to purchase flights for a f... (3 pages)View decision -
Decision Reference DRN-5644469
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5644469 The complaint Mr F complains that HSBC UK Bank Plc (‘HSBC’) reversed payments from his account and unfairly registered a default on his credit file. What happened Mr F held a graduate account with HSBC with an arranged overdraft facility. In June 2024, Mr F received four pa... (4 pages)View decision -
Decision Reference DRN-4934345
8 Apr 2025 IG Markets Limited Not upheldInvestmentsDRN-4934345 The complaint Miss C complains that IG Markets Limited (‘IG’) caused her financial loss by allowing a contract for differences (‘CFD’) trading account to be opened in her name. What happened IG opened a CFD trading account for Miss C following an application completed on 29... (7 pages)View decision -
Decision Reference DRN-4596811
8 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4596811 The complaint Mr P is unhappy about HSBC UK Bank Plc’s (“HSBC”) decision not to refund the money he paid for solar panels. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary Mr P inst... (3 pages)View decision
