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-3459579
25 Jul 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3459579 The complaint Mr H complains that National Westminster Bank PLC (NatWest) blocked and closed his account and recalled a Bounce Back Loan (BBL) he had been granted. Mr H ran a sole trader business, so the account and complaint is in his personal name. What happened On 15 July 20... (2 pages)View decision -
Decision Reference DRN2512513
29 Apr 2020 Quilter Financial Services Ltd UpheldInvestment and pensionsMrs and Mr T say an Appointed Representative (‘AR’) of Quilter Financial Services Ltd (‘Quilter’) gave them unsuitable advice to switch investments in 2013. Mrs T appears to lead the complaint.backgroundMrs and Mr T had Individual Savings Accounts (‘ISAs’), Personal Equity Plans (‘PEPs’) a... (7 pages)View decision -
Decision Reference DRN-5159993
18 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5159993 The complaint Mr W complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr W had an account with Monzo which he’d opened in 2020. Mr W’s account had an overdraft facility of £2,000. Mr W has said that he u... (4 pages)View decision -
Decision Reference DRN-5091120
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5091120 The complaint Mrs H complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Mrs H said in January 2023 she saw an advert on social media regarding a cryptocurrency investment opportunity. She clicked the link, entered ... (11 pages)View decision -
Decision Reference DRN5293967
12 Jan 2016 Buckland Harvester Limited UpheldInvestment and pensionsThe executor of the late Mrs B complains about advice from Buckland Harvester Limited to invest in the Connaught Income Fund series 1 (the “CIF”, previously the Guaranteed Low Risk Income fund) and Stirling Mortimer No.8 UK Land fund (“SM8”). The complaint concerns the... (7 pages)View decision -
Decision Reference DRN-5311934
21 Feb 2025 Allianz Insurance Plc UpheldInsuranceDRN-5311934 The complaint W, a limited company, complains Allianz Insurance Plc turned down claims it made on its professional indemnity insurance policy. W is represented by its director, Mr D who is in turn represented in bringing this complaint to our service by professional represen... (8 pages)View decision -
Decision Reference DRN-4707564
17 May 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4707564 The complaint Mr S complains about the outcome of a claim he made to Shawbrook Bank Limited in relation to windows he purchased with finance under a fixed sum loan agreement. He is represented in this complaint by a third party, but for ease of reference I’ll refer to submissio... (21 pages)View decision -
Decision Reference DRN-5805780
20 Oct 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5805780 The complaint Mr I complains Charter Court Financial Services Limited trading as Charter Savings Bank (CSB) delayed transferring funds he instructed it to. He also complains it closed his account without his agreement and disclosed sensitive information to a third party caus... (3 pages)View decision -
Decision Reference DRN-5356259
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356259 The complaint Mrs T complains that Revolut Ltd (‘Revolut’) won’t refund the money that she lost to an investment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs T throughout this decision. What happened The background to this ... (13 pages)View decision -
Decision Reference DRN-4865442
8 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4865442 The complaint Mrs P complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened What Mrs P says Mrs P says that she was looking for part time remote job opportunities when she was contacted by someone on a messagin... (14 pages)View decision
