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 DRN5186191
15 Jan 2015 TD Direct Investing (Europe) Limited UpheldInvestment and pensionsMr and Mrs V’s complaint concerns the level of service provided to them by TD Direct Investing (Europe) Limited over a number of months. To resolve matters they are looking to TD Direct Investing (Europe) Limited to pay £400 direct to their UK bank account.background Mr and Mrs V had ... (4 pages)View decision -
Decision Reference DRN-4643579
24 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4643579 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A, who has a representative, has an account with Monzo Bank. Mr A says he was looking for ways of earning additional income to support his family when... (3 pages)View decision -
Decision Reference DRN-4944645
31 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944645 The complaint Ms D has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. Ms D is represented by a claims management company. For simplicity I will refer to Ms D throughout this decision, even when referencing what her representat... (4 pages)View decision -
Decision Reference DRN-5017840
12 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5017840 The complaint Mr D complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr D is being represented by solicitors in this complaint. What happened Mr D was looking to invest money he had received following a property ... (11 pages)View decision -
Decision Reference DRN-5118539
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5118539 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5866666
9 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5866666 The complaint Ms B complains that NATIONAL WESTMINSTER PUBLIC LIMITED COMPANY (‘NatWest’) declined to refund her when she lost over £95,000 as a result of an investment scam. What happened I wrote to both parties sharing my initial thoughts in a provisional decision in Septe... (6 pages)View decision -
Decision Reference DRN-2723306
31 Mar 2021 Oplo CF Ltd UpheldConsumer CreditDRN-2723306 The complaint Mr A complained about the actions of Oplo CF Ltd trading as ‘1st Stop Car Finance’ (“Oplo”) when it repossessed a car he was paying for under a conditional sale agreement. What happened Oplo agreed credit of £8,390 for Mr A on 23 November 2018 via an intermediary ... (9 pages)View decision -
Decision Reference DRN-5640228
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5640228 The complaint Mrs B is unhappy Barclays Bank UK PLC will not refund £10,617.94 that she lost as the result of a scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them here in full. In summary, Mrs B fell victim to a job/task scam. ... (4 pages)View decision -
Decision Reference DRN-5385798
11 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5385798 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (11 pages)View decision -
Decision Reference DRN-4601872
5 Feb 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4601872 The complaint Miss J complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly agreed loans for her. What happened Likely Loans agreed two loans for Miss J. The first was taken out in May 2021, the second in July 2022. I’ve summarised some of the information... (4 pages)View decision
