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 381194 results
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Decision Reference DRN-5065839
9 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5065839 The complaint Mr R complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he decided to invest in a cryptocurrency investment opportunity which was popular in his town. He said he made payments from his Revo... (3 pages)View decision -
Decision Reference DRN-5019666
9 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5019666 The complaint Mr O complains that Nationwide Building Society (Nationwide) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The ... (2 pages)View decision -
Decision Reference DRN-5589701
9 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5589701 The complaint Mr B is unhappy with TSB Bank plc. Mr B’s debit card was blocked and it stopped him making a purchase. He went into a local branch to try and resolve the matter. What happened Mr B didn’t like the way staff responded to his requests for help when he was trying... (4 pages)View decision -
Decision Reference DRN-5226490
9 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226490 The complaint Miss O, via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not re... (3 pages)View decision -
Decision Reference DRN-5611568
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5611568 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5242011
9 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5242011 The complaint Mr B complains about the way early termination fee information is explained, in relation to a car that was supplied through a hire agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened In June 2024, ... (3 pages)View decision -
Decision Reference DRN-5610697
9 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5610697 The complaint Mrs B has complained about the way Creation Consumer Finance Limited dealt with a claim for money back in relation to furniture she’d bought using a fixed sum loan agreement with it. What happened The circumstances of the complaint are well known to the partie... (5 pages)View decision -
Decision Reference DRN-5096332
9 Jun 2025 Killik & Co LLP UpheldInvestmentsDRN-5096332 The complaint Mr G complains that Killik & Co LLP took longer than they should have to change the dividend payments dates on two shareholdings held in his stockbroking account. What happened When company C paid a dividend in May 2024, it was allocated to Mr G’s account f... (2 pages)View decision -
Decision Reference DRN-5608524
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5608524 The complaint Mr M and Mrs A complained because Barclays Bank UK PLC refused to refund them for payments which they said they hadn’t authorised. What happened On 21 June 2024, Mr M contacted Barclays. There had been three Barclays Mobile Banking (BMB) payments on his and hi... (3 pages)View decision -
Decision Reference DRN-4712711
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4712711 The complaint Mrs S complains that Revolut Ltd has declined to reimburse a payment that was made as part of a scam. What happened The facts are well known to both parties, so I’ll summarise them briefly. In September 2023, Mrs S received a call from a scammer impersonating h... (3 pages)View decision
