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 DRN7755640
3 Jan 2018 Aviva Life Services UK Limited Not upheldInvestment and pensionsMrs W complains Aviva Life Services UK Limited wrongly advised her to put too much of her money in an unsuitable product. Instead it should’ve advised her to pay down her debts and then invest a smaller amount in a more suitable product.background The background an... (4 pages)View decision -
Decision Reference DRN-5608358
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5608358 The complaint Ms M complains that Revolut Ltd won’t refund a payment she didn’t make or otherwise authorise. What happened Ms M was selling items on an e-commerce platform when she received a message that someone wanted to buy an item. She clicked the link contained in the ... (4 pages)View decision -
Decision Reference DRN-5321887
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5321887 Complaint Miss V is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse her after she reported falling victim to a scam. Background In January 2024, Miss V was looking for someone to carry out a substantial piece of work in her garden. She posted an advert ... (3 pages)View decision -
Decision Reference DRN7704445
11 Dec 2018 The Co-operative Bank Plc Not upheldBanking and creditMr S complains The Co-operative Bank Plc (“The Co-op”) hasn’t dealt with his chargeback request appropriately. He’s also unhappy about the way they’ve investigated and handled his subsequent complaint. Mr S is assisted in bringing this complaint by his son.backgroundOn ... (4 pages)View decision -
Decision Reference DRN8710710
8 Dec 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss A, Miss B and Mr C complain that The Royal Bank of Scotland Plc allowed a fraudulent payment to be made out of the account belonging to their partnership, which I shall refer to as “D”. When Miss A contacted RBS’s fraud team she was told that it could not offer assistance until ... (3 pages)View decision -
Decision Reference DRN6048100
2 Feb 2015 Clydesdale Bank Plc UpheldInvestment and pensionsMrs Q has complained that advice she received from Clydesdale Bank Plc (“Clydesdale”) in December 2007 to invest £7,000 and £23,000 in a stocks and shares ISA and an OEIC respectively was unsuitable for her.She is represented in her complaint by a third party adviser, who has said that... (5 pages)View decision -
Decision Reference DRN-5657705
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5657705 The complaint Ms H complains that Halifax didn’t agree to pay for new windows and doors as a result of claim made through Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In 2020 Ms H paid a deposit using her credit card with Halifax, for new windows an... (4 pages)View decision -
Decision Reference DRN3778719
7 Nov 2014 Lloyds Bank PLC UpheldInvestment and pensionssummary of complaintMr A has complained though a third party adviser that advice he received from Lloyds Bank PLC (“Lloyds”) in 2005 to invest a capital sum of £73,000 across three ‘cautious’ risk rated funds with an investment bond for income was unsuitable.background to complaintMr A’... (5 pages)View decision -
Decision Reference DRN-3974001
23 Apr 2024 Admiral Markets UK Ltd Not upheldInvestmentsDRN-3974001 The complaint Mr P complains that Admiral Markets UK Ltd (“Admiral”) closed his open trading positions leaving him with a significant loss. He says this was caused because Admiral closed its passported Romanian operation and closed its local bank accounts. He says this meant ba... (6 pages)View decision -
Decision Reference DRN-4530031
23 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530031 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well kno... (6 pages)View decision
