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-4978281
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4978281 The complaint Mrs M complains that Revolut Ltd has declined to reimburse payments she made as part of a scam. What happened While Mrs M has a representative in bringing this complaint – for simplicity I’ll refer to Mrs M in relation to comments made by her and on her behalf.... (3 pages)View decision -
Decision Reference DRN-3179650
4 Jan 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3179650 The complaint Mrs E complains Marks & Spencer Financial Services plc (M&S Bank) failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). Mrs E is represented by her husband Mr E. What happened The background to the matter is well kno... (5 pages)View decision -
Decision Reference DRN-4523358
27 Dec 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4523358 The complaint Miss O complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-5236640
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5236640 The complaint Mr H complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money he lost when he was the victim of an investment scam, and subsequently a recovery scam. Mr H is represented by a firm that I’ll refer to as ‘C’. What happened The ... (8 pages)View decision -
Decision Reference DRN-4086042
14 Nov 2023 HSBC UK Bank Plc Not upheldInvestmentsDRN-4086042 The complaint Mr P has complained about HSBC UK Bank Plc. He said he was mis-sold an investment bond. He said he was pressured into accepting an investment he didn’t want. Mr P thinks he has suffered investment losses because of this and would like to be compensated. He said he... (4 pages)View decision -
Decision Reference DRN-3401424
29 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3401424 The complaint Mr J complains that Bank of Scotland PLC, trading as Halifax, loaded a negative fraud marker against his name on the National Fraud Database. He’d like the marker removed and compensation for the impact on him. What happened Mr J had a personal account with Halifa... (5 pages)View decision -
Decision Reference DRN-3423627
30 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3423627 The complaint A partnership which I’ll refer to as N, complains that when it approached National Westminster Bank Plc (NatWest) to open an account, the bank gave it misleading information which caused it to select the wrong type of account to be opened. One of N’s partners Mr C... (4 pages)View decision -
Decision Reference DRN4544877
13 Oct 2016 Pacific IFA Limited UpheldInvestment and pensionsMr F complained about Pacific IFA Limited (Pacific). He said he was given unsuitable advice to transfer his personal pension plan (PPP) into a self- invested personal pension (SIPP). The SIPP was set up to allow Mr F to invest in an off-plan overseas Harlequin prope... (8 pages)View decision -
Decision Reference DRN0954957
7 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr I complains that Barclays Bank UK PLC has reported information about him to CIFAS,the UK’s fraud alert service, and that the bank closed his account without explanation. He thinks this is unfair. backgroundMr I held an account with Barclays. On 12 August 2015, his account was credited w... (3 pages)View decision -
Decision Reference DRN-5038428
8 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5038428 The complaint Ms S complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint i... (5 pages)View decision
