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 3981 results
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Decision Reference DRN-3761062
5 Dec 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3761062 The complaint Miss N complains she was the victim of an investment scam and that Bank of Scotland plc trading as Halifax didn’t do enough to stop that from happening or to recover her money. What happened The detailed background to this complaint is well known to both parties. ... (4 pages)View decision -
Decision Reference DRN-5468626
29 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5468626 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision What happened The background of this c... (4 pages)View decision -
Decision Reference DRN-5049544
30 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5049544 The complaint Ms A complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties.... (9 pages)View decision -
Decision Reference DRN8205427
23 Aug 2016 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr N’s complaint is about a car insurance policy he took out with Be Wiser Insurance Services Ltd. The complaint is brought by Mrs N on behalf of Mr N. Mr N says the insurance was wrongly cancelled, which led to a number of serious consequences.backgroundIn December ... (3 pages)View decision -
Decision Reference DRN-2417648
9 Jun 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2417648 The complaint Mrs P has complained Monzo Bank Ltd won’t refund money she paid to a fraudster. What happened During the first national period of lockdown in 2020 Mrs P was considering buying a pet. She researched availability on a well-known website selling pets. After making co... (2 pages)View decision -
Decision Reference DRN-5349460
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5349460 The complaint Mr K complains about a claim he made to Lloyds Bank PLC (Lloyds) in respect of a deposit not having been returned following the cancellation of a contract. What happened In January 2024, Mr K paid a £5,812 deposit to a merchant who I’ll call A. Mr K contracted ... (4 pages)View decision -
Decision Reference DRN-4185091
14 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4185091 The complaint Mr C complains that Monzo Bank Ltd didn’t do enough to protect him when he was the victim of a crypto investment scam. Mr C is being supported by a representative, but for ease, I’ll refer to Mr C throughout this decision. What I’ve decided – and why I’ve consider... (3 pages)View decision -
Decision Reference DRN-3970235
16 Feb 2023 First Data Europe Limited Not upheldBanking and PaymentsDRN-3970235 The complaint G, a limited company, complains that First Data Europe Limited (First Data) made changes to how it provided statements for a merchant services account. G is unhappy that compensation First Data offered regarding this issue has not been paid. G is represented by Mr... (2 pages)View decision -
Decision Reference DRN3197489
12 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMrs M complains that she’s been the victim of fraud and Bank of Scotland plc (trading as Halifax) won’t refund her money.backgroundMrs M says in September 2013, she made two payments to a third party for a holiday. She paid a deposit of £1,000 through online banking ... (2 pages)View decision -
Decision Reference DRN9571033
13 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMr E complains that Barclays Bank Plc has not refunded a number of cash withdrawals that he said he did not make or authorise.backgroundIn January 2013 Mr E opened a savings account with Barclays. Three days later he paid £2,500 cash into the account. In mid-February Mr E reported to the... (2 pages)View decision
