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-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 DRN-5638964
24 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5638964 The complaint Mr P, who is represented by a third party, complains that MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In March 2021 Mr P acquired a used car financed by a hire purchase a... (3 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-5183438
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5183438 The complaint Mrs G is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs G is being represented by a claims management company but for ease of I’ll only refer to Mrs G in the decision. What happened The detailed background to this complain... (10 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 DRN-4857980
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4857980 The complaint Miss W complains that Monzo Ltd did not refund the £4,146.30 she says she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss W arranged to hire a marquee for ... (4 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 -
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-3018545
27 Aug 2021 Starling Bank Limited UpheldBanking and PaymentsDRN-3018545 The complaint Mr M is unhappy Starling Bank Limited hasn’t refunded money he sent to a fraudster. What happened The facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In summary: Mr M was looking online for a vehicle to purchase.... (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
