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-3376824
30 May 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3376824 The complaint Mr J complains that Starling Bank Limited (Starling) won’t refund payments he made after falling victim to a scam. What happened In April 2020, Mr J was contacted via a community website by an individual I’ll refer to as A. A was looking to exchange Korean Won for... (5 pages)View decision -
Decision Reference DRN-5089009
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5089009 The complaint Ms J complains that Revolut Limited won’t refund payments she made as part of a scam. What happened Ms J was initially represented on this complaint. For ease in my decision I’ll refer as though all communication has come from Ms J. Ms J fell victim to a job ... (4 pages)View decision -
Decision Reference DRN-5253693
4 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253693 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he was c... (4 pages)View decision -
Decision Reference DRN-2899520
16 Jul 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2899520 The complaint Mr B complains Clydesdale Bank Plc, trading as Virgin Money, had unfairly restricted access to his accounts. And despite providing information in line with its requirements, Virgin Money didn’t lift the restrictions. Mr B also complains he’s been discriminated aga... (5 pages)View decision -
Decision Reference DRN-3818261
3 Apr 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3818261 The complaint Mrs T says that Tesco Personal Finance PLC, trading as Tesco Bank (who I’ll refer to as “Tesco”) unfairly declined her claims under the Consumer Credit Act 1974 (the ‘CCA’) in relation to a timeshare product she was sold. Mrs T has made a claim on behalf of hersel... (5 pages)View decision -
Decision Reference DRN8333620
5 Jul 2018 Barclays Bank Plc UpheldBanking and creditMrs S and Ms S complain Barclays Bank Plc (“Barclays”) blocked and then closed their account without explanation.backgroundBarclays upheld the complaint accepting they’d made errors in their handling of this situation. They offered £150 compensation. And later told us this... (3 pages)View decision -
Decision Reference DRN-4897152
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4897152 The complaint Mr T complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurrency coi... (3 pages)View decision -
Decision Reference DRN-3375129
17 Mar 2022 First Response Finance Ltd Not upheldConsumer CreditDRN-3375129 The complaint Mr B has complained First Response Finance Ltd has continued to ask him to pay a hire purchase agreement after he told them it’d been cancelled and he’d not taken possession of the car. What happened Mr B received an arrears notice from First Response and contacte... (2 pages)View decision -
Decision Reference DRN-3662718
30 Aug 2022 AJ Bell Management Limited Not upheldInvestmentsDRN-3662718 The complaint In brief summary, Ms H complained about what happened when she opened a new account with AJ Bell Management Limited (“AJ”). She said AJ was responsible for misleading advertising which suggested certain funds could be purchased via its platform although that prove... (6 pages)View decision -
Decision Reference DRN0374003
12 Nov 2013 National Westminster Bank Plc Not upheldBanking and creditMrs A complains that National Westminster Bank Plc (“NatWest”) unfairly suspended her personal account without notice, and threatened to close it, when she fell victim to a cheque fraud. She seeks compensation for the distress caused to her, and for defamation.backgroundMrs A has both b... (3 pages)View decision
