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 4009 results
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Decision Reference DRN6152087
8 Mar 2016 Phoenix Life Limited UpheldInvestment and pensionsMrs P complains Phoenix Life Limited (Phoenix) mis-sold her a with-profits bond that wasn’t suitable for her in 1999.backgroundThe background and circumstances of this complaint are set out within my provisional decision of 29 January 2015. A copy of this is attached a... (8 pages)View decision -
Decision Reference DRN-5222424
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5222424 The complaint Miss A complains Revolut Ltd won’t refund payments she lost when she was the victim of a cryptocurrency investment scam. Miss A is professionally represented, however, to keep things simple, I’ll refer to Miss A throughout my decision. What happened The backg... (11 pages)View decision -
Decision Reference DRN-4612426
9 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4612426 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a job scam. Mrs B has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs B... (9 pages)View decision -
Decision Reference DRN-4967459
28 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4967459 The complaint Miss D complains that J.P. Morgan Europe Limited trading as Chase did not refund a series of payments she lost to a scam. What happened Miss D found a builder who I’ll call ‘X’ for the purposes of this decision through a trader’s website. She contacted the refe... (3 pages)View decision -
Decision Reference DRN6222045
28 May 2014 National Westminster Bank Plc Not upheldBanking and creditMr O brings this complaint on behalf of the estate of his late mother, Miss N. He complains about activity on his mother’s accounts with National Westminster Bank Plc as he disputes that transactions were properly authorised.backgroundMr O says that the disputed activity was carried ... (3 pages)View decision -
Decision Reference DRN-4406179
16 Nov 2023 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4406179 The complaint Miss B complains that the car Hyundai Capital UK Limited (“Hyundai Capital”) supplied to her under a conditional sale agreement was not of satisfactory quality. What happened Hyundai Capital supplied Miss B via a car dealership with a used car. Within a few days o... (8 pages)View decision -
Decision Reference DRN-5003623
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5003623 The complaint Miss C complains that Revolut Ltd didn’t do enough to protect her when she made payments toward a scam, and that it hasn’t refunded her since she discovered that scam. What happened The background to this complaint is well-known to all parties and so I’ll only ... (10 pages)View decision -
Decision Reference DRN2807218
30 Apr 2015 National Westminster Bank Plc UpheldBanking and creditS, an organisation, complains that National Westminster Bank Plc has provided a poor level of service. background S had an auto sweep arrangement which would allow for money to be moved between its deposit account and current account. It was concerned that this facil... (2 pages)View decision -
Decision Reference DRN3170594
6 Jun 2013 Cobra Financial Services Limited UpheldInvestment and pensionsMr and Mrs A’s complaint concerns the investment recommended to them with SLS Capital by BKG Financial Services (now Cobra Financial Services Limited and referred to as “the business” hereafter). They say that they were told this was an “A rated fund” and if the company backing it faile... (8 pages)View decision -
Decision Reference DRN3073299
18 Nov 2015 Lloyds Bank PLC Not upheldInvestment and pensionsMr and Mrs S’s complaint concerns the advice they received from Lloyds Bank PLC to invest in two Guaranteed Investment Bonds (GIBs). They say that too much of their capital was invested in the bonds. backgroundThe adjudicator who investigated Mr and Mrs S’s complaint did ... (2 pages)View decision
