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 4014 results
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Decision Reference DRN-5759881
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5759881 The complaint Mr K, who is represented, complains that Revolut Ltd wouldn’t reimburse him funds he lost after he was the victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2023, ... (5 pages)View decision -
Decision Reference DRN-5748666
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5748666 The complaint Mr and Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) ... (13 pages)View decision -
Decision Reference DRN9362667
30 Mar 2021 HSBC UK Bank Plc UpheldBanking and creditComplaint Mr S complains HSBC UK Bank Plc trading as First Direct (First Direct) should refund him a payment of £4,900 he was tricked into paying as a resulted of a third-party scam. Background I’ve considered the relevant information about Mr S’s complaint. I’ve decided to uphold his comp... (9 pages)View decision -
Decision Reference DRN-4910126
16 Jul 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4910126 The complaint Mr M complains that London & Colonial Services Limited (‘L&C’) didn’t carry out sufficient due diligence or act in his best interests when it accepted his application for a Self-Invested Personal Pension (‘SIPP’) to invest in Chateau de la Cazine (‘CDC’... (40 pages)View decision -
Decision Reference DRN-4366131
1 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4366131 The complaint Mr T complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, 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 kno... (5 pages)View decision -
Decision Reference DRN9926717
15 Dec 2015 Clydesdale Bank Plc Not upheldBanking and creditMr H’s main complaint is that Clydesdale Bank Plc (trading as Yorkshire Bank) mis-sold him a Signature packaged bank account in 2011. He tells us he is also unhappy because Yorkshire Bank didn’t downgrade his account when he wanted it to.backgroundMr H had a free... (3 pages)View decision -
Decision Reference DRN2925348
23 Aug 2013 HSBC Bank plc UpheldInvestment and pensionsMr and Mrs A have complained through a third party representative that advice they received from HSBC Bank Plc to place £20,000 in a medium ‘risk-rated’ fund of an investment bond was unsuitable for them.Specifically, they consider that the risk presented by this investment was too... (5 pages)View decision -
Decision Reference DRN5298117
17 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr Q is unhappy with Bank of Scotland plc’s decision to hold him responsible for transactions on his current account which he says he didn’t make or authorise.backgroundMr Q contacted Bank of Scotland at the end of July 2017 after he was unable to withdraw money from a cash machine due to ... (4 pages)View decision -
Decision Reference DRN-5055938
3 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5055938 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties, so I’ll only refer t... (7 pages)View decision -
Decision Reference DRN6982917
17 May 2021 Capital One (Europe) plc Not upheldBanking and creditComplaint Mr S complains, in summary, that Capital One (Europe) plc did not do enough to help him recover all the money he had paid to an investment trading platform using his Capital One Mastercard credit card. Background After receiving a call from an entity offering investment trading, ... (4 pages)View decision
