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-5073958
10 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5073958 The complaint Mr M complains that J. P. Morgan Limited Europe trading as Chase didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened In January 2023, Mr M saw a... (5 pages)View decision -
Decision Reference DRN-4444595
14 Nov 2023 Interactive Investor Services Limited UpheldInvestmentsDRN-4444595 The complaint Mrs G and her children, Mr G and Miss G, complain that Interactive Investor Services Limited won’t redesignate two general investment accounts (“GIAs”) from Mrs G’s name into Mr G and Miss G’s names. And they complain that Mr G’s junior ISA (“JISA”) didn’t mature ... (7 pages)View decision -
Decision Reference DRN-5643523
18 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5643523 The complaint Mr J, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In August 2016, Mr J acquired a used car financed by a conditional ... (3 pages)View decision -
Decision Reference DRN-2400773
3 Dec 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2400773 The complaint Mr and Mrs P are unhappy with Lloyds Bank PLC’s handling of their safety deposit boxes, and because they’ve had problems accessing their current account. What happened In 1978 Mr and Mrs P took out two safety deposit boxes with Lloyds which were to be for their re... (4 pages)View decision -
Decision Reference DRN-5827960
23 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5827960 The complaint Mrs K is unhappy that Starling Bank Limited (“Starling”) won’t reimbursed the money she says she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I understand it t... (5 pages)View decision -
Decision Reference DRN-4838270
9 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4838270 The complaint Miss L complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessment.... (4 pages)View decision -
Decision Reference DRN-4193144
6 Sep 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-4193144 The complaint Mrs Z complains that Advantage Finance Ltd (AFL) approved a Hire Purchase Agreement for her without completing adequate affordability checks. What happened In July 2019, Mrs Z acquired a used car from a dealership, financed through an agreement with AFL. The cash ... (5 pages)View decision -
Decision Reference DRN-5648120
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5648120 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money he lost as a result of a scam. Mr F is represented by a third-party claims firm, but I will refer to Mr F here. What happened The detailed background to th... (3 pages)View decision -
Decision Reference DRN-4966346
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966346 The complaint Mr B is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reference I’ll only refer to Mr B here. What happened The detailed background to this complaint is ... (10 pages)View decision -
Decision Reference DRN3771383
3 May 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs M’s complained the Royal Bank of Scotland Plc (‘RBS’) won’t refund disputed transactions on her account.backgroundMrs M’s complained that an unknown third party opened an online bingo account in her name. The third party registered three debit cards, which she’d repo... (3 pages)View decision
