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 4032 results
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Decision Reference DRN-5218054
20 Dec 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5218054 The complaint Mr O complains that TSB Bank plc both blocked several debit card payments and retained his card during a cash withdrawal. He also complains that TSB responded poorly to his request for assistance and subsequent complaint. What happened In November 2024 I issued... (9 pages)View decision -
Decision Reference DRN-3143978
5 Nov 2021 HiFX Europe Limited Not upheldBanking and PaymentsDRN-3143978 The complaint Mr N is unhappy that HiFX Europe Limited (trading as XE) refuses to refund the money he lost having fallen victim to a scam. What happened In early-2018 Mr N fell victim to a forex trading investment scam after searching online for somewhere to put his money in or... (7 pages)View decision -
Decision Reference DRN-4313763
27 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4313763 The complaint Ms M complains that Monzo Bank Ltd (Monzo) wouldn’t refund money she lost in a scam. What happened What Ms M says: Ms M is represented by a third-party claims firm. In November 2021, Ms M opened an account with Monzo – as she was told it was easier to make payment... (6 pages)View decision -
Decision Reference DRN-3359528
10 Mar 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3359528 The complaint Mr B has complained that Madison CF UK Limited trading as 118 118 Money was irresponsible in lending to him. What happened 118 118 Money provided Mr B with the following loans: Date taken Total Loan Term Monthly repayment Amount Borrowed Date repaid Loan 1 24/06/1... (4 pages)View decision -
Decision Reference DRN4777020
11 Nov 2016 Towergate Financial (Scotland) Limited UpheldInvestment and pensionsMr K has a number of complaints about Towergate Financial (Scotland) Limited (formerly Albannach Financial Management). And the complaints are made for him by his daughter Ms E. This complaint is about advice Towergate gave to Mr K in 2007. Ms E has complained on b... (10 pages)View decision -
Decision Reference DRN-5621034
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5621034 The complaint Mr B complains that NewDay Ltd irresponsibly lent to him. What happened Mr B was approved for an NewDay credit card (which I will refer to as A in this decision), in March 2021 with a credit limit of £450. The credit limit was increased to £1,450 in July 2022. ... (6 pages)View decision -
Decision Reference DRN-5359344
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5359344 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to a scam, which caused him to lose money. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events $ ) In Decembe... (7 pages)View decision -
Decision Reference DRN-4666190
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4666190 The complaint Mr K complains delays from Barclays Bank UK PLC stopped him investing. What happened Mr K had a bond with Barclays, and it was due to mature. Mr K didn’t get any paperwork about the maturity, and Barclays reinvested the proceeds into a new bond. Mr K contacted Bar... (7 pages)View decision -
Decision Reference DRN-5269586
17 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5269586 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 Mr D has told us that i... (8 pages)View decision -
Decision Reference DRN-5124846
16 Dec 2024 The Royal Bank of Scotland Plc UpheldInvestmentsDRN-5124846 The complaint Mrs A complains that The Royal Bank of Scotland Plc (‘RBS’) has acted unreasonably in relation to the transfer of an existing stocks and shares ISA to an RBS cash ISA. What happened Mrs A is represented in part by her husband Mr A, in bringing the complaint. M... (5 pages)View decision
