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 DRN0175768
3 May 2019 TSB Bank plc UpheldBanking and creditMr G is unhappy with TSB Bank plc’s decision to not refund him after he lost money as a result of a scam.background I set out the background to this complaint in the provisional decision issued on 22 March 2019. The facts of the case and available information have... (19 pages)View decision -
Decision Reference DRN6133652
15 Oct 2015 JELF Financial Planning Ltd Not upheldInvestment and pensionsMrs H’s complaint against JELF Financial Planning Ltd (Jelf) concerns the advice and administration provided to her about her Self-Invested Personal Pension (SIPP).background The complaint raised by Mrs H concerns the following issues: £102,000 was taken from her offsho... (4 pages)View decision -
Decision Reference DRN-5912955
5 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5912955 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund him the money he says he lost in a work tasks scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them... (4 pages)View decision -
Decision Reference DRN-3368856
24 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3368856 The complaint Mr M has complained that Barclays Bank UK Plc has unfairly turned down his claim under section 75 of the Consumer Credit Act (“CCA”). What happened Mr M and his partner purchased a timeshare overseas at a holiday resort (“the Resort”) in July 2016. The nature of h... (5 pages)View decision -
Decision Reference DRN-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (3 pages)View decision -
Decision Reference DRN-4906631
26 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4906631 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4737835
14 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4737835 The complaint Mr J complains that Revolut Ltd hasn’t refunded him after he fell victim to an investment scam. What happened Mr J saw an advert for an investment opportunity on social media. It appeared to feature a celebrity endorsement and spoke of money to be made from inv... (9 pages)View decision -
Decision Reference DRN9506003
24 Apr 2018 Nationwide Building Society Not upheldBanking and creditMrs B complains that Nationwide Building Society hasn’t done enough to help her recover a credit card payment.Mrs B is represented by a family member, Mr B.backgroundIn March last year a third party, that I’ll call V, took a payment of nearly £2,000 from Mrs B’s accoun... (3 pages)View decision -
Decision Reference DRN-3812572
18 Nov 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3812572 The complaint Miss W, through a representative has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete enough affordability checks before approving her facility. What happened Miss W approached SNC for a Safety Net facility in October 201... (6 pages)View decision -
Decision Reference DRN-4293529
13 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4293529 The complaint Mr S complains that Clydesdale Bank Plc (“Clydesdale”) won’t refund over £24,000 he spent on his credit card as part of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brie... (4 pages)View decision
