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 DRN2253116
9 Mar 2020 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs M complains about the service she received from Bank of Ireland (UK) Plc (BOI) following the death of her father (S). She also complains that BOI allowed a cheque drawn on S’s account to be represented and paid after he had passed away. backgroundThe adjudicator’s background summary co... (2 pages)View decision -
Decision Reference DRN-4376517
29 Sep 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4376517 The complaint Mr H complains that Revolut Ltd refuses to refund payments he says weren’t authorised by him. What happened Mr H saw an advert on social media for an investment company I’ll call ‘P’ that he says was celebrity endorsed. Mr H clicked on the advert and received a m... (4 pages)View decision -
Decision Reference DRN-4658589
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4658589 The complaint Mr H complains that Lloyds Bank PLC hasn’t refunded him the full amount of money he lost after he fell victim to a scam. What happened Lloyds looked into the complaint and upheld it in part. It offered to refund 50% of Mr H’s payments he made from payment two.... (3 pages)View decision -
Decision Reference DRN-2880220
18 Jan 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2880220 The complaint Mr B complains that Lloyds Bank PLC won’t refund money he lost, which he believes was as the result of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all in detail here. But in summary and based on the su... (4 pages)View decision -
Decision Reference DRN9026899
20 Dec 2016 The Car Finance Company (2007) Ltd Not upheldBanking and creditMs N complains about a hire purchase agreement taken out with The Car Finance Company (2007) Ltd. She says that the implications of signing the agreement weren’t explained to her. She believed that when signing the agreement she was simply signing to improve the cred... (2 pages)View decision -
Decision Reference DRN-3722015
16 Nov 2022 CB Payments Ltd Not upheldBanking and PaymentsDRN-3722015 The complaint Mr T is unhappy that CB Payments Ltd won’t refund money he lost as a result of a scam. What happened In October 2020, Mr T fell victim to an investment scam. As part of the scam he opened a CB Payments electronic money account and deposited funds into it from his ... (3 pages)View decision -
Decision Reference DRN-5092834
1 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5092834 The complaint Ms P complains that The Royal Bank of Scotland Plc (RBS) won’t refund money she lost when she was the victim of a scam. Ms P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll ... (8 pages)View decision -
Decision Reference DRN-2289472
16 Feb 2021 Secure Trust Bank Plc UpheldInvestmentsDRN-2289472 The complaint Mr R says Secure Trust Bank Plc (‘STB’) has provided insufficient customer service and administrative support in relation to his fixed rate bonds. What happened Mr R opened a 4 year fixed rate bond with STB in August 2018. At the time the account was opened, Mr R... (5 pages)View decision -
Decision Reference DRN-4709627
4 Apr 2024 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-4709627 The complaint Miss A complains that ICICI Bank UK Plc (ICICI) won’t refund money she paid to an in investment. What happened What Miss A says: On 16 May 2018, Miss A made a faster payment for £60,000 in connection with an investment in a company (which I will call ‘A’). She spo... (4 pages)View decision -
Decision Reference DRN-5489511
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5489511 The complaint Miss L has complained Barclays Bank UK PLC won’t refund her for transactions made using her new debit card which was never delivered to her. She’s also concerned at their customer service. What happened Miss L opened a new account with Barclays in July 2024 aft... (3 pages)View decision
