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 4028 results
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Decision Reference DRN-5130916
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130916 The complaint Mr K is complaining that Monzo Bank Ltd (Monzo) didn’t do enough to prevent him from making payments to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-4754304
1 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4754304 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In 2023, Mr K fell victim to an investment scam. He was contacted on social media by someone who offered him an investment opportunity. They put him in contact with ... (4 pages)View decision -
Decision Reference DRN-4777701
2 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4777701 The complaint Mr E has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr E transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr E’s co... (26 pages)View decision -
Decision Reference DRN-3875053
5 Jan 2023 Masthaven Bank Limited Not upheldInvestmentsDRN-3875053 The complaint Mr O complains about how Masthaven Bank Limited (“Masthaven”) opened an account in his trading name that Masthaven says has a two-year term when Mr O wanted a one-year term. Background Mr O applied for a business savings account with Masthaven in his trading name ... (8 pages)View decision -
Decision Reference DRN-5463848
15 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5463848 The complaint Mr C complains through a third-party representative that Moneybarn No.1 Limited irresponsibly provided credit to him to acquire a car. Mr C says he couldn’t afford the borrowing and shouldn’t have been granted the credit. What happened Mr C took out a car fina... (3 pages)View decision -
Decision Reference DRN-4750366
30 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4750366 Complaint Miss E is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background In September 2023, Miss E fell victim to an investment scam. A fraudster hacked a social media profile belonging to Miss E’s friend. They then posted informatio... (3 pages)View decision -
Decision Reference DRN-4883380
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4883380 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr B is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties. The facts a... (3 pages)View decision -
Decision Reference DRN3335469
8 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMs C’s complained that Lloyds Banks Plc closed an account without her authority.background Ms C and her two brothers, Mr C1 and Mr C2 were the executors of their late mother’s will.They opened an account with Lloyds for their mother’s estate in 1987. In 1988, Llo... (3 pages)View decision -
Decision Reference DRN-2575606
24 Mar 2021 U K Insurance Limited Not upheldInsuranceDRN-2575606 The complaint Mrs B complains that U K Insurance Limited declined her claim against her travel insurance policy following the cancellation of her trip. Reference to UKI includes reference to its agents. What happened Mrs B has travel insurance as a benefit of her bank account. ... (7 pages)View decision -
Decision Reference DRN-5379710
14 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5379710 The complaint Mr and Mrs B’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 ... (14 pages)View decision
