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 DRN7597152
14 Sep 2017 Shawbrook Bank Limited Not upheldBanking and creditMiss B acquired household fixtures and a driveway in March 2014, by means of a fixed sum loan agreement with Shawbrook Bank Limited. She says these acquisitions have exhibited a series of faults since they were installed, and she complains that they were not of sat... (8 pages)View decision -
Decision Reference DRN1763578
20 Aug 2014 Barclays Bank Plc Not upheldInvestment and pensionsThe complaint is about an investment in a film partnership investment, which is an unregulated collective investment scheme (‘UCIS’). Mr H says he was advised to invest in the partnership by Barclays Bank Plc, and that he was told it was less risky than other film schemes. Mr H says the i... (3 pages)View decision -
Decision Reference DRN-5388725
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5388725 The complaint Miss W complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she says she lost to two cryptocurrency investment scams. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in d... (3 pages)View decision -
Decision Reference DRN-4328600
5 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4328600 The complaint Miss P complains that Revolut Ltd won’t refund money she lost when she fell victim to a job scam. Miss P is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both parties. The facts about wha... (2 pages)View decision -
Decision Reference DRN-4822291
20 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4822291 The complaint Mr D has complained that Revolut Ltd. (“Revolut”) failed to protect him from falling victim to an employment-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... (4 pages)View decision -
Decision Reference DRN0802009
22 Jul 2013 MetLife Limited Not upheldInvestment and pensionsMr K complains about his investment in a MetLife Limited (formerly AIG Limited) Premier Access Bond (PAB) using the Enhanced Variable Rate Fund (the Enhanced Fund). He says that: The Enhanced Fund was marketed as a cash product but it invested in ‘securities’ that themselves invested i... (8 pages)View decision -
Decision Reference DRN-5682422
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5682422 The complaint Mr H complains Revolut Ltd won’t reimburse money he lost when he fell victim to a crypto investment scam. Mr H is professionally represented, however, to keep things simple, I’ll refer to Mr H throughout my decision. What happened The background to this complai... (7 pages)View decision -
Decision Reference DRN-4732851
30 Apr 2024 Shawbrook Bank Limited UpheldInvestmentsDRN-4732851 The complaint Mr K complains that Shawbrook Bank Limited (“Shawbrook”) failed to deal with the maturity of a fixed rate savings bond in a timely manner. What happened I issued a provisional decision on this complaint in March 2024. In that decision I explained why I thought the... (7 pages)View decision -
Decision Reference DRN-5422558
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5422558 The complaint Mr A complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by a job 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 kn... (4 pages)View decision -
Decision Reference DRN-5558397
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5558397 The complaint Mrs R complains that Revolut Limited won’t reimburse her after she fell victim to an investment scam, followed by further recovery scams. Mrs R is professionally represented in bringing her complaint, but for ease of reading, I’ll refer to all submissions as be... (12 pages)View decision
