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 3967 results
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Decision Reference DRN3611608
30 May 2018 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMr B complained that Sussex Independent Financial Advisers Limited (Sussex IFA) gave him unsuitable advice to transfer his personal pension plan (PPP) into a self-invested personal pension (SIPP). That was so that he could invest into Harlequin property; an overseas p... (10 pages)View decision -
Decision Reference DRN1369902
27 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr J complains that National Westminster Bank Plc is seeking repayment of overdrawn funds on his account following a fraudulent cheque transaction. Mr J says he is the victim of fraud and wants NatWest to cancel the debt.backgroundMr J opened a bank account with NatWest, which was late... (2 pages)View decision -
Decision Reference DRN-5202729
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5202729 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened In 2023, Mr P fell victim to a scam after making payments to what he be... (3 pages)View decision -
Decision Reference DRN-4109132
22 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4109132 Complaint Mr G is unhappy that Barclays Bank UK PLC didn’t reimburse him after he fell victim to what he says was a scam. Background The background facts are well known to both parties, so I don’t intend to set them out in full here. In summary, Mr G signed a contract with a co... (2 pages)View decision -
Decision Reference DRN-4415598
8 Jan 2024 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-4415598 The complaint Mr B complains that Charter Court Financial Services Limited trading as Charter Savings Bank (Charter) made errors relating to a payment he tried to add into his Individual Savings Account (ISA). What happened Mr B says that on 9 March 2023 he arranged a payment f... (4 pages)View decision -
Decision Reference DRN5586384
26 Jul 2019 National Westminster Bank Plc UpheldBanking and creditMr G complains that National Westminster Bank plc didn’t explain to him that he wouldn’t have the same protection with a charge card that he had with a credit card.background Mr G has been a customer of NatWest for many years. In 2003, he upgraded his bank account and was given a charge ca... (3 pages)View decision -
Decision Reference DRN9918105
11 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMr G complains Bank of Scotland plc, (trading as Halifax), won’t refund £7,000 taken out of his new account. He never received the card or PIN used to withdraw all the money. backgroundMr G opened an account with Halifax on 4 April 2017. He deposited £7,000 into ... (2 pages)View decision -
Decision Reference DRN3051820
3 Apr 2019 Gain Capital - Forex.Com UK Limited Not upheldInvestment and pensionsMs M has complained to Gain Capital UK Limited (t/a Forex.com) about her online trading account.She says it converted the currency of the funds she deposited into the account without her permission, and that the account should never have been opened as Forex.com is n... (3 pages)View decision -
Decision Reference DRN1030284
31 Jul 2013 Santander UK Plc UpheldBanking and creditMr B complains that Santander UK plc has given him conflicting information and has not done enough to help him get back money that he paid by mistake to one of its customers.backgroundI set out the background to this complaint in my provisional decision. I also explained why I propose... (2 pages)View decision -
Decision Reference DRN-2778221
26 Apr 2021 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2778221 The complaint Mr D complains that Marks & Spencer Financial Services plc (M & S Bank) lost his personal data. What happened Mr D had a credit card account with M & S Bank. He raised a dispute about a purchase he’d made. He’d paid a deposit using his credit card, but... (4 pages)View decision
