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-5894897
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894897 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost as a result of a scam. Mr C has been represented in his complaint by a firm of solicitors. What happened The background to this complaint is well known to the pa... (5 pages)View decision -
Decision Reference DRN-3830322
28 Nov 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3830322 The complaint Mr G complains that American Express Services Europe Limited (AESEL) trading as American Express (Amex) placed late payment markers on his account and then defaulted it. What happened Mr G had an Amex credit card. In March 2020, the balance was £11,139 and the lim... (4 pages)View decision -
Decision Reference DRN-3317145
30 Sep 2022 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3317145 The complaint Mr and Mrs M say they received advice from a financial adviser in 2016. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. They say the adviser recommended Mr and Mrs M di... (39 pages)View decision -
Decision Reference DRN-2182297
17 Sep 2020 Santander UK Plc UpheldBanking and PaymentsDRN-2182297The complaintMr and Mrs O aren’t happy with how Santander UK Plc handled an international transfer. The transfer was returned which they say caused them to lose £1,824.54. What happenedMr and Mrs O asked Santander to transfer £100,000 to an overseas firm in America. They hadn’t ... (3 pages)View decision -
Decision Reference DRN-3534723
23 Jun 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3534723 The complaint Mrs C and Mr R complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs C a... (7 pages)View decision -
Decision Reference DRN-1571623
15 May 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1571623The complaintMr H complains that Lloyds Bank PLC (“Lloyds”) debited his account with a number of card transactions which he says he neither made nor authorised and are unwillingly to refund him. What happenedBetween 18 March 2019 and 4 May 2019, eight disputed transactions total... (4 pages)View decision -
Decision Reference DRN-5029819
18 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5029819 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In shor... (8 pages)View decision -
Decision Reference DRN-4039745
25 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4039745 The complaint Mr H complains that Starling Bank Limited won’t refund the money he lost after he fell victim to a bank impersonation scam. Mr H is represented by solicitors. To make my decision easier to read, I refer to Mr H. I do this even where it was his representatives rath... (6 pages)View decision -
Decision Reference DRN-3464979
11 May 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3464979 The complaint Mr H complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says was misrepresented to him by the supplier. Mr H is represented by a cla... (6 pages)View decision -
Decision Reference DRN-5571343
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571343 The complaint Mr A complains about losses he says he suffered as a result of errors made by Santander UK Plc when it processed a cash deposit in branch. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve summarised what I cons... (3 pages)View decision
