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-3976915
22 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3976915 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) closed her account and reported a fraud prevention marker against her. What happened On 4 May 2022 Miss O’s account received a payment of £10,000. All the money was immediately transferred to third parties. Monzo’s interna... (3 pages)View decision -
Decision Reference DRN-5068503
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5068503 The complaint Mrs K complains that Revolut Ltd won’t refund money she lost when she was a victim of an investment scam. Mrs K is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (11 pages)View decision -
Decision Reference DRN-5354457
2 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5354457 The complaint Mrs R complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund her after she was the victim of an investment scam. Mrs R is represented by a professional representative, but for ease of reading I’ll just refer to Mrs R. What happened The ... (7 pages)View decision -
Decision Reference DRN6536379
25 Jul 2017 Central Markets (London) Limited UpheldInvestment and pensionsMr T complains that the advice Central Markets (London) Limited (“Central Markets”) gave him to invest in Contract for Difference (“CFDs) was unsuitable. He says that the risk of CFD trading was misrepresented, the commissions charged weren’t fully explained, and the... (5 pages)View decision -
Decision Reference DRN-2046546
16 Sep 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2046546The complaintMr A is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise. He says he didn’t receive his replacement card or PIN. He’s also unhappy with its decision to close his account. What happenedThe detailed bac... (5 pages)View decision -
Decision Reference DRN-5044967
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5044967 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN0097960
16 Mar 2016 Bank of Scotland Plc Not upheldInvestment and pensionsMr B has complained that Bank of Scotland (BoS): Was complicit in conjunction with Hornbuckle Mitchell and Inter-Alliance in excluding him from control over his Self-Invested Personal Pension (SIPP) plan’s bank account; Ignored him as a client of the bank and was comp... (13 pages)View decision -
Decision Reference DRN-3308589
16 May 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3308589 The complaint Mr S has complained about the transfer of two personal pensions to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were put into property-based investments that appear to have failed. He holds Wellington Court Financial Services Limited re... (16 pages)View decision -
Decision Reference DRN-5401422
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5401422 The complaint Mrs O is unhappy that Revolut Ltd won’t reimburse money she lost to a scam What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs O has explained that between April 2023 and June 2023 she... (12 pages)View decision -
Decision Reference DRN-3036497
8 Sep 2021 Al Rayan Bank PLC UpheldMortgagesDRN-3036497 The complaint Mr U complains about a Home Purchase Plan (HPP) he agreed with Al Rayan Bank PLC (Al Rayan) for the purchase of his flat. He says he was charged £2,600 more than had been agreed for Al Rayan’s legal costs. He also complains that he was required to provide Al Rayan... (6 pages)View decision
