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 DRN0636857
17 Nov 2020 Tesco Personal Finance PLC UpheldBanking and creditComplaint Miss A complains that Tesco Personal Finance PLC (‘Tesco’) has refused to refund a transaction (made using her Tesco credit card) to a fraudulent company (‘the merchant’). Background I recently issued my provisional conclusions setting out the events leading up to this complaint,... (14 pages)View decision -
Decision Reference DRN3152698
18 Mar 2016 Backhouse Independent Financial Services Limited Not upheldInvestment and pensionsMrs F complained that the advice she received from Backhouse Independent Financial Services Limited (Backhouse) to make lump sum contributions to a pension plan was unsuitable as this was money raised through mortgage loans and she should have been advised to reduce he... (5 pages)View decision -
Decision Reference DRN-4094638
30 Jun 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4094638 The complaint A company which I’ll refer to as S, complains about Lloyds Bank PLC’s (Lloyds) conduct of their Anti Money Laundering (AML) procedure. In bringing this complaint, S is represented by its director, who I’ll refer to as Mr M. What happened The background to this co... (3 pages)View decision -
Decision Reference DRN-2595025
16 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2595025 The complaint Ms G is unhappy with the actions taken by Barclays Bank UK PLC as the receiving bank, when she sent money to one of its customers as the result of a scam. Ms G brings her complaint through a representative, who I’ll refer to as ‘M’, but for ease of reading I’ll mo... (4 pages)View decision -
Decision Reference DRN-4457640
11 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4457640 The complaint Miss C complains Nationwide Building Society didn’t do enough to protect her when she fell victim to an investment scam. What happened Miss C has a current account with Nationwide and has been a customer for over 30 years. In 2018 Miss C paid £64,950 towards what ... (4 pages)View decision -
Decision Reference DRN-5054290
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5054290 The complaint Mr O complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-4633523
20 Feb 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4633523 The complaint Miss M is complaining about Moneybarn No.1 Limited (Moneybarn). She says they were irresponsible in lending to her as the loan was unaffordable. What happened In July 2019, Miss M took out a conditional sale agreement with Moneybarn to finance the purchase of a c... (4 pages)View decision -
Decision Reference DRN-4934489
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4934489 The complaint Mr H is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim 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 to be as follow... (10 pages)View decision -
Decision Reference DRN-4538560
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4538560 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in January and February... (9 pages)View decision -
Decision Reference DRN-5501523
23 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5501523 The complaint Mr P complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to repeat these in detail ... (5 pages)View decision
