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 DRN6052594
21 Feb 2020 Metro Bank PLC Not upheldBanking and creditMiss F is unhappy that Metro Bank Plc (Metro) ended its banking relationship with her by closing her Metro accounts and registering a Credit Industry Fraud Avoidance System (CIFAS) marker against her. Miss F has told us the impact of this has been significant for her in terms of being able... (3 pages)View decision -
Decision Reference DRN-3306255
11 Feb 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3306255 The complaint Mr S complains that he was given unsuitable advice to switch a personal pension to a self- invested personal pension (SIPP) in 2015. He holds Wellington Court Financial Services Limited (Wellington Court) responsible for his losses. What happened Mr S has explaine... (11 pages)View decision -
Decision Reference DRN-5746977
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5746977 The complaint Mr S complains that Barclays Bank UK PLC hasn’t refunded him payments he made after he fell victim to an investment recovery scam. What happened Mr S found an advert on social media for a cryptocurrency investment opportunity. He invested with this company betw... (2 pages)View decision -
Decision Reference DRN-5468574
29 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5468574 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) 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. ... (4 pages)View decision -
Decision Reference DRN-3750833
25 Jul 2023 Torevell & Partners Limited Not upheldInvestmentsDRN-3750833 The complaint Miss H complains that Dewhurst Torevell & Co Limited gave her unsuitable investment advice. The complaint is brought on her behalf by her court-appointed deputy who I’ll refer to as Mr L. Mr L says Dewhurst Torevell should refund its initial advice and on-goin... (5 pages)View decision -
Decision Reference DRN-4222297
14 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4222297 The complaint Mrs C complains that Madison CF UK Limited trading as 118 118 Money (“118 118 Money”) is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4005794
8 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4005794 The complaint Mr S complains that Lloyds Bank PLC will not reimburse financial losses he suffered when falling victim to an investment scam. What happened In October 2017, Mr S decided to begin trading digital assets online with a company called Trades Prime (“TP”). He proceede... (6 pages)View decision -
Decision Reference DRN-1887617
20 Aug 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1887617The complaintMr B has complained The Royal Bank of Scotland Plc charged him fees for processing international cheques. What happenedMr B opened an account with RBS in January 2019. In March Mr B noticed a transaction he didn’t make and complained to both the supplier and RBS. ... (3 pages)View decision -
Decision Reference DRN-5667023
25 Sep 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5667023 The complaint Ms C, who is represented by a third party, complains that FirstRand Bank Limited, trading as MotoNovo Finance Limited (‘MotoNovo’) irresponsibly granted her a car finance agreement she couldn’t afford to repay. What happened In April 2019, Ms C acquired a used... (3 pages)View decision -
Decision Reference DRN-4717373
18 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4717373 The complaint Mr H complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost to an investment scam. Mr H is being represented by solicitors in this complaint. What happened The background to this complaint is well known to the parties and has been previously set ... (3 pages)View decision
