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 DRN-4027364
27 Mar 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4027364 The complaint Ms S complains about the outcome of a claim she made to Shawbrook Bank Limited (who I’ll call “Shawbrook”) under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint earlier this month. An extr... (4 pages)View decision -
Decision Reference DRN9590747
24 Mar 2018 National Westminster Bank Plc Not upheldBanking and creditMr A has complained that National Westminster Bank Plc will no longer allow his brother to make payments into Mr A’s account using just the sort code and account number.Mr A has also raised concerns about the security of his data and that staff failed to verify his ... (2 pages)View decision -
Decision Reference DRN-5735762
5 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5735762 The complaint Miss L has complained about a credit card she took out in February 2023 with NewDay Ltd trading as Marbles. She’s said the credit card was unaffordable and shouldn’t have been approved. Miss L was initially represented in bringing her complaint albeit we are no... (4 pages)View decision -
Decision Reference DRN1408867
7 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMr D’s complained Lloyds Bank PLC (‘Lloyds’) won’t refund disputed transactions on his account.backgroundMr D has a bank account with Lloyds. He complained about cash withdrawals between 4 January and 12 April, which he said he didn’t make or authorise. He asked Lloy... (3 pages)View decision -
Decision Reference DRN-5053711
16 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5053711 The complaint Ms G has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the ... (6 pages)View decision -
Decision Reference DRN-5073046
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073046 The complaint Mr M complains that Revolut Ltd 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 The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-4753296
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4753296 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr L is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties. The facts a... (3 pages)View decision -
Decision Reference DRN-3174698
31 Aug 2022 Allied Financial Services Ltd Not upheldInvestmentsDRN-3174698 The complaint Mr M mainly complained that Allied Financial Services Ltd (AFS) gave him unsuitable advice to invest into an Investment Bond. Mr M faced tax bills on encashment which he said were entirely avoidable if he had invested differently. What happened Mr M took investmen... (5 pages)View decision -
Decision Reference DRN-3764769
24 Jan 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3764769 The complaint Mr L complains that Tesco Personal Finance PLC won’t refund transactions he made to a company running an online gambling site, who I’ll refer to as ‘A’. Mr L believes ‘A’ is a fraud and that he didn’t authorise some of the transactions. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN6974034
12 Sep 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs C complain that The Royal Bank of Scotland Plc (RBS) is acting unfairly in holding them liable for money withdrawn from their accounts, and for repayment of a secured loan in their name. They say they have no recollection of being party to the withdrawals ... (3 pages)View decision
