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 364862 results
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Decision Reference DRN-5064437
2 May 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5064437 The complaint Mr A, Mr A and Mrs A complain Citibank UK Limited failed to action an international transfer correctly. Although this is a joint account, I will mainly refer to Mrs A in this complaint. What happened The facts of the complaint are well known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5311446
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5311446 The complaint Mr C complains about the outcome of a claim he made to Lloyds Bank PLC (“Lloyds”) for a sofa he purchased using his credit card. What happened In 2024, Mr C purchased a two-seater sofa from a company I’ll call ‘N’ using his Lloyds credit card. Mr C paid N a tot... (4 pages)View decision -
Decision Reference DRN-5530784
2 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5530784 The complaint Mr L has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr L made an investment in his SIPP which has since failed. Mr L thinks L&C is responsible for the loss he ha... (13 pages)View decision -
Decision Reference DRN-5203687
2 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5203687 The complaint Mr B complains that Tesco Personal Finance Limited trading as Tesco Bank (“Tesco”) won’t refund him the cost of airport parking he paid for with his credit card. What happened On 9 June 2024, Mr B booked a parking space at an airport. He paid £56.53 for this us... (3 pages)View decision -
Decision Reference DRN-4898214
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4898214 The complaint Ms L complains that Monzo Bank Ltd has refused to refund the money she lost as a result of a scam. Ms L has been represented in her complaint by a firm of solicitors. What happened The background to the complaint is well known to the parties, so I’ll simply sum... (4 pages)View decision -
Decision Reference DRN-5371758
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5371758 The complaint Mr S complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr S fell victim... (3 pages)View decision -
Decision Reference DRN-5529956
2 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5529956 The complaint Mr P has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr P invested in unlisted shares in his SIPP. Mr P thinks L&C did not make adequate checks before allowing ... (14 pages)View decision -
Decision Reference DRN-4797317
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4797317 The complaint Mr W is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr W says ... (4 pages)View decision -
Decision Reference DRN-5530641
2 May 2025 Bradford & Bingley Limited UpheldInvestmentsDRN-5530641 The complaint Mr and Mrs C’s complaint is about delays caused by Bradford & Bingley Limited (B&B) when in it paying them the redress due from a previous complaint about it having mis-sold them a mortgage endowment policy. What happened In 2006 Mr and Mrs C had compla... (6 pages)View decision -
Decision Reference DRN-5467471
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5467471 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for an Aqua credit card in August 2019. In his application, Mr P said he was earning... (3 pages)View decision
