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 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-5242290
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5242290 The complaint Miss W complains that Nationwide Building Society (‘Nationwide’) won’t refund the money she says was lost as the result of a scam. What happened In January 2022, Miss W wanted to renovate her bathroom. Miss W engaged the services of a plumbing company I’ll ref... (7 pages)View decision -
Decision Reference DRN6544440
18 Mar 2021 Madison CF UK Limited UpheldBanking and creditand background Mr H complains that Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded. He also feels that 118 118 Money didn’t do all it co... (5 pages)View decision -
Decision Reference DRN-5581190
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5581190 The complaint Mr U complains that Revolut Ltd didn’t do enough to protect him when he was falling victim to a scam, and that it hasn’t refunded his losses since the scam was revealed. What happened I issued a provisional decision (PD) for Mr U’s complaint on 15 May 2025. I’... (10 pages)View decision -
Decision Reference DRN-3534315
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3534315 The complaint Mr A is unhappy Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened In mid-2020, Mr A made three payments from his Monzo account, the details of which I’ve set out below: - £161.94 card payment on 19 June 2020 - £804 international paymen... (3 pages)View decision -
Decision Reference DRN-5806921
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806921 The complaint M complains that Revolut Ltd won’t refund money it lost to a scam. Mr A is the director of M and is represented by a firm, but for ease, I have mostly referred to Mr A in my decision. What happened The background to this complaint is well known to both parties ... (3 pages)View decision -
Decision Reference DRN-4832885
4 Jun 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4832885 The complaint Mr Z complains that Tesco Personal Finance Ltd (“Tesco”) lent to him irresponsibly when it gave him a credit card. What happened Mr Z took out a credit card with Tesco in April 2019. It had a credit limit of £2,400. The limit was never increased. Mr Z says that Te... (3 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-5045501
23 Jan 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5045501 The complaint Mrs P has complained about the way Mitsubishi HC Capital UK Plc (“Hitachi”) dealt with her claim she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cred... (8 pages)View decision -
Decision Reference DRN-4300900
10 Oct 2023 Lendable Ltd Not upheldConsumer CreditDRN-4300900 The complaint Mr D complains that Lendable Ltd is holding him liable for a loan that he says was opened fraudulently in his name. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 17 June 2022 a £5,00... (3 pages)View decision
