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 DRN5089005
10 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMiss M complains National Westminster Bank Plc has closed her current account and is holding her responsible for a debt that arose from some transactions that she neither made nor authorised.backgroundMiss M has held a current account with NatWest for a number of years and she had onlin... (3 pages)View decision -
Decision Reference DRN9861054
19 Jun 2013 Morgans Ltd UpheldInvestment and pensionsThe complaint concerns the advice given to the trustees by Morgans Ltd (“the IFA”) to invest £20,000 into Keydata Secure Income Bond issue 3 in 2005. The trustees believe the advice was unsuitable as it exposed the trust monies to more risk than they were prepared to take. backgroundThe... (17 pages)View decision -
Decision Reference DRN-5004827
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5004827 The complaint Mr B has complained that Revolut Ltd (“Revolut”) won’t refund the money he lost to a third- party investment scam. What happened In February 2023, Mr B came across an investment opportunity on a social media platform. The investment firm (I will refer to as G)... (10 pages)View decision -
Decision Reference DRN8477354
22 Apr 2021 Barclays Bank UK PLC UpheldBanking and creditMr S has complained Barclays Bank UK PLC won’t refund transactions he didn’t authorise. background In 2013 Mr S opened a business current account with Barclays. A cheque for nearly £169,000 was deposited within a couple of weeks. This was money Mr S had received from an inheritance. His in... (6 pages)View decision -
Decision Reference DRN3872959
30 Jul 2020 Citibank Europe plc Not upheldBanking and creditMr D complains that Citibank Europe plc failed to take steps that might have prevented him from falling victim to investment fraud. He believes the bank had a duty of care not to execute a payment instruction he gave it.backgroundMr D believed he was setting up an overseas online forex tra... (5 pages)View decision -
Decision Reference DRN-5073995
24 Oct 2024 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5073995 The complaint Mr A complains that Hargreaves Lansdown Asset Management Limited (HL) delayed the distribution of assets to him as the sole beneficiary of his late brother’s self-invested personal pension (SIPP). What happened On 21 January 2021, Mr A’s brother, who I’ll refer... (8 pages)View decision -
Decision Reference DRN-4833909
16 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4833909 Complaint Miss L is unhappy that Monzo Bank Ltd didn’t pay her a refund after she told it she’d fallen victim to a scam. Background Miss L was the victim of an impersonation scam that took place in July 2023. She was in the process of purchasing a home and had transferred fu... (3 pages)View decision -
Decision Reference DRN-4903315
1 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4903315 The complaint Mr J complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr J is being represented by a third party. To keep things simple, I will refer to Mr J throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-3339316
30 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3339316 The complaint Mr K complains that Bank of Scotland plc (“BOS”) has refused to refund several payments he made to a fraudulent investments trading company (Tradetime). These payments were made using Mr K’s BOS credit and debit cards. Mr K has a representative in this matter. F... (5 pages)View decision -
Decision Reference DRN7068964
5 Dec 2013 Positive Solutions (Financial Services) Limited UpheldInvestment and pensionsK821x complaintMr and Mrs A complained about a number of issues with regards to Positive Solutions (Financial Services) Limited’s handling of their affairs, as bullet pointed below: Allowing Mr A’s life cover with Provider A to lapse The recommendation of Provider B as a suitable ... (5 pages)View decision
