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-3686690
6 Sep 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3686690 The complaint Mr B complains that a used car he got with a hire purchase agreement (HPA) from Startline Motor Finance Limited was mis-sold and of unsatisfactory quality. What happened Mr B acquired this car under the HPA on 7 January 2022. The cash price was £15,000 and the car... (9 pages)View decision -
Decision Reference DRN3039000
22 Aug 2014 UBS AG Not upheldInvestment and pensionssummary of complaintThis dispute concerns the advice given by UBS AG (“the business”) to Mr L to invest in an AIG Life Premier Access Bond (PAB) within the Enhanced Variable Rate Fund (the Enhanced Fund). Specifically, Mr L has stated that, although UBS has offered to calculate redres... (5 pages)View decision -
Decision Reference DRN-2189218
20 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2189218 The complaint Mr S has complained that Metro Bank PLC won’t refund him for disputed transactions he didn’t make or authorise. What happened Mr S has a current account with Metro and several online gambling accounts . Between 29 August 2019 and 2 September 2019 Mr S’s debit card... (4 pages)View decision -
Decision Reference DRN-2273378
19 Oct 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2273378 The complaint Mr M complains that Barclays Bank UK Plc (Barclays) won’t refund disputed transactions made using his debit card, which he says he didn’t make or otherwise authorise. He is also unhappy Barclays have refused to raise chargebacks. What happened Mr M says that fraud... (7 pages)View decision -
Decision Reference DRN-4997139
15 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997139 The complaint Mr S is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened The circumstances of the scam are known to both parties so I won’t go into detail here. In short, around May 2023 Mr S f... (11 pages)View decision -
Decision Reference DRN-3451803
25 Nov 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3451803 The complaint Mrs B complains Lloyds Bank PLC (“Lloyds”) blocked her account as it was discriminating against her. What happened Around February 2021, Lloyds wrote to Mrs B asking for information about her source of income and certain transactions made from her account. As Lloy... (3 pages)View decision -
Decision Reference DRN-3660482
10 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3660482 The complaint Mr P complains that Nationwide Building Society won’t refund money he lost to what he describes as an investment scam. What happened Mr P has explained that in 2020, he made the following payments to Rodeler (trading as 24option) from his Nationwide account, using... (5 pages)View decision -
Decision Reference DRN6221168
5 Jun 2014 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs J complain that Bank of Scotland plc (BoS) refused unreasonably to agree to the proposed sale of their property when they were in financial difficulties. They also complain that the bank failed to respond to their correspondence regarding proposed payment plans and that it ... (5 pages)View decision -
Decision Reference DRN2330833
5 Sep 2013 Barclays Bank Plc Not upheldInvestment and pensionsMrs A has complained through a third party representative that advice she received from Barclays Bank Plc in 2003 to invest part of a recent inheritance in a stocks and shares ISA and a unit trust was unsuitable for her.Specifically, her representative has said that: Mrs A was retir... (3 pages)View decision -
Decision Reference DRN-5054655
11 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5054655 The complaint Miss B complains that Monzo Bank Ltd hasn’t helped her get access to money that was placed in a savings account. What happened In October 2023, a Savings Pot was opened in Miss B’s name. The same day it was opened, she contacted Monzo about this to say that she... (3 pages)View decision
