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 DRN-5061724
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5061724 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. Mrs C is being represented by a claims management company but, for ease, I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known to both pa... (4 pages)View decision -
Decision Reference DRN2483429
3 May 2013 The Prudential Assurance Company Limited Not upheldInvestment and pensionsMr and Mrs A, who are represented by a third party, have complained that advice they received in October 1994 to effect a regular contribution endowment savings plan, investing in the With Profits fund over 18 years, was inappropriate for them.Specifically, in its letter of complaint to T... (4 pages)View decision -
Decision Reference DRN-5577237
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5577237 The complaint Miss M is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam, and didn’t reimburse her after she reported the scam. What happened In 2023 Miss M fell victim to cryptocurrency investment scam. After clicking on an email ... (13 pages)View decision -
Decision Reference DRN2822252
14 Nov 2019 Santander UK Plc Not upheldBanking and creditComplaintMr M complains that Santander UK plc closed his account without notice following a transaction on his account which it suspected to be fraudulent.Background Mr M sold a car to someone who I’ll refer to as Mr A. Mr A paid him a deposit of £200 and, a couple of weeks later, the bala... (3 pages)View decision -
Decision Reference DRN-5278932
14 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5278932 The complaint Mr H complains that Barclays Bank UK PLC did not refund him after he fell victim to a scam. What happened Mr H, saw an individual boarding up a property near his home. He had concerns that the land was going to be turned into a commercial lot with restaurants a... (4 pages)View decision -
Decision Reference DRN2552710
20 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMs K says National Westminster Bank Plc is wrong to hold her responsible for the debt on a credit card account in her name. backgroundMs K says she knew nothing about the account. She has a current account with the bank and thought she was signing for a replacement debit card, instead o... (2 pages)View decision -
Decision Reference DRN4972007
29 Aug 2019 Bank of Scotland Plc UpheldBanking and creditMiss D complains that Bank of Scotland plc unfairly recorded a default on her credit file, which adversely affected her ability to secure a mortgage.backgroundIn November 2013 Miss D rang Bank of Scotland (trading as Halifax) to arrange a temporary hold on her credit card repayments as she... (4 pages)View decision -
Decision Reference DRN5116810
21 Aug 2018 Bank of Scotland Plc Not upheldInvestment and pensionsMr J has complained about advice he received from Bank of Scotland plc (trading as Halifax) to invest in a Guaranteed Investment Plan (GIP). He’s represented by a third party. backgroundMr J met with a Halifax advisor in 2009 having received money from the estate of... (2 pages)View decision -
Decision Reference DRN7669771
19 Aug 2019 Bank of Scotland Plc Not upheldBanking and creditMr B complains that when he uses his credit card to rent a car while abroad he’s charged in Euros and has to pay a poor exchange rate when it’s converted to Sterling by Bank of Scotland plc (Halifax). backgroundMr B says that when he rents a car whilst abroad the merchant debits his credit... (2 pages)View decision -
Decision Reference DRN-4597342
16 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597342 The complaint Mrs L complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a scam. What happened What Mrs L says: Mrs L is represented by a third-party firm of solicitors. She says she was in a low paid job and her hours had been cut – so she was struggling. In De... (6 pages)View decision
