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-3915389
28 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3915389 The complaint Mr M and Miss H complained because Barclays Bank UK PLC refused to refund them for payments which they said they didn’t authorise. What happened Mr M went abroad, and on 31 May 2022 he used his card and PIN to withdraw cash to the equivalent of £87.08. On 2 June, ... (3 pages)View decision -
Decision Reference DRN-3778050
17 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3778050 The complaint Mr C complains about Bank of Scotland plc (trading as Halifax). He says Bank of Scotland didn’t do enough to protect him from becoming the victim of a scam and wants it to refund him the money he has lost. What happened Mr C came across an advert on Facebook offer... (4 pages)View decision -
Decision Reference DRN-4956773
9 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4956773 The complaint Miss S complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss S fell victim to an investment scam via a company I’ll call ‘T’ and opened a Revolut account as part of it. Miss S made the following payments from her ... (4 pages)View decision -
Decision Reference DRN-5103295
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5103295 The complaint Ms Z is unhappy that Revolut Ltd declined to refund money she lost as part of an investment scam. Ms Z is represented by a third party. What happened Ms Z says she was introduced to an investment company (which I’ll refer to as “G”) by a colleague. She resear... (4 pages)View decision -
Decision Reference DRN7430550
18 Nov 2013 Bank of Scotland Plc Not upheldInvestment and pensionsMr and Mrs T believe they have suffered a financial loss as a result of receiving inappropriate and misleading advice from an advisor representing Bank of Scotland Plc (“the business”).background Following meetings held with a representative from the business, Mr and Mrs T invested £6,00... (5 pages)View decision -
Decision Reference DRN-3628010
6 Mar 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3628010 The complaint Mr D complains that Nationwide Building Society won’t make reasonable adjustments to allow his carer to pay cash into his account on his behalf. What happened Mr D wanted to pay cash into his current account with Nationwide. Because Mr D is disabled and due to his... (3 pages)View decision -
Decision Reference DRN-3885167
9 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3885167 The complaint Mr M complains through his representative (B) that Barclays Bank UK PLC trading as Barclaycard didn’t fairly or reasonably deal with her complaint under Section 75 of the Consumer Credit Act 1974 (CCA) in respect of a holiday product purchased on 10 September 2014... (3 pages)View decision -
Decision Reference DRN7951299
11 Feb 2021 The Car Finance Company (2007) Ltd Not upheldBanking and creditComplaint Mr S complains that The Car Finance Company (2007) Ltd (“TCFC”) provided him with an unaffordable hire-purchase agreement and refused to help when he had difficulties making his payments. Background In February 2015, TCFC entered into a hire purchase agreement with Mr B to financ... (3 pages)View decision -
Decision Reference DRN-4445935
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4445935 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 reading I’ll only refer to Mr B in my decision. What happened The detailed background to this compl... (9 pages)View decision -
Decision Reference DRN4336914
20 May 2016 L J Financial Planning Ltd UpheldInvestment and pensionsMr P complained about the advice by L J Financial Planning Ltd (LJFP) to transfer his final salary pension benefits to a self-invested pension plan (SIPP). About £35,000 was then invested in a Harlequin overseas property.Mr P is being represented. backgroundMr P told us he ... (7 pages)View decision
