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 392389 results
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Decision Reference DRN-5694534
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5694534 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) declined to refund him w What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, Mr A told our service that in 20... (3 pages)View decision -
Decision Reference DRN-5216845
18 Sep 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5216845 The complaint Mr M has complained about the estate planning advice he received from Barclays Bank UK PLC (‘Barclays’). What happened In March 2022 Mr M was given advice by Barclays about three Business Property Relief (‘BR’) investments for a total investment of £200,000 of... (5 pages)View decision -
Decision Reference DRN-5385553
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5385553 The complaint Mr S complains Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mr S says he fell victim to a purchase sc... (2 pages)View decision -
Decision Reference DRN-5811396
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5811396 The complaint Mr and Mrs H complain that Revolut Ltd hasn’t reimbursed the money they’ve lost to a scam. What happened Mr and Mrs H have fallen victim to an investment scam. Mr H saw a celebrity-endorsed advertisement on social media for an investment opportunity with a comp... (5 pages)View decision -
Decision Reference DRN-5536387
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5536387 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr C tells us t... (3 pages)View decision -
Decision Reference DRN-5709200
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5709200 The complaint Mr G is unhappy that HSBC UK Bank Plc defaulted his account. What happened Mr G had an account with HSBC that fell into arrears. On 31 March 2025, HSBC issued a default notice to Mr G which explained that Mr G needed to clear the arrears present on his account ... (2 pages)View decision -
Decision Reference DRN-5625536
18 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5625536 The complaint Mr R complains that Metro Bank PLC hasn’t refunded the money he lost when he fell victim to a scam. What happened Mr R was looking for work, and came across an opportunity online, he was then contacted via a messaging service by someone explaining the details ... (3 pages)View decision -
Decision Reference DRN-5469374
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469374 The complaint Miss P complains that Santander UK Plc has declined to refund payments she made as part of a scam. What happened Miss P was looking to generate some extra income, and was introduced to an investment by the wife of a work colleague. This investment was with a c... (3 pages)View decision -
Decision Reference DRN-5197608
18 Sep 2025 Capital Risk Management Limited Not upheldInvestmentsDRN-5197608 The complaint Mr W complains that Capital Risk Management Limited (CRM) failed to intervene when investments held within his stock and shares ISA incurred losses. What happened Mr W first became involved with CRM in late 2014 when he met with it to discuss his existing inve... (4 pages)View decision -
Decision Reference DRN-5624461
18 Sep 2025 Lesley, Stephen & Co. Limited UpheldMortgagesDRN-5624461 The complaint Miss C and Mr W complain that Lesley, Stephen & Co. Limited (LSC) irresponsibly lent them a third charge mortgage. What happened Miss C and Mr W bought their property in 2018, with the aid of a standard first charge mortgage and a help to buy shared equity ... (9 pages)View decision