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 400694 results
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Decision Reference DRN-5886020
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886020 The complaint Miss B complains that Monzo Bank Ltd closed her account and loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Miss B held an account with M... (3 pages)View decision -
Decision Reference DRN-5690384
5 Dec 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5690384 The complaint Mrs M complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost to an investment scam. Mrs M is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint i... (6 pages)View decision -
Decision Reference DRN-5739031
5 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5739031 The complaint Mr H complains that Loans 2 Go Limited was irresponsible in its lending to him. He wants a refund of the interest and charges on his loan and for the remaining balance to be written off. Mr H also wants compensation for the stress and financial detriment he has... (3 pages)View decision -
Decision Reference DRN-5926271
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5926271 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2025, Mr C was told about an investment opportunity involving cryptocurrency. He spoke to people involved and, after deciding to go ahead, ... (4 pages)View decision -
Decision Reference DRN-5819689
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819689 The complaint Mr F complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events ... (4 pages)View decision -
Decision Reference DRN-5697263
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5697263 The complaint Mr M is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) won't reimburse him the money he sent to a third-party to instal a boiler which malfunctioned shortly afterwards. What happened I’m not going to cover all the points raised in deta... (4 pages)View decision -
Decision Reference DRN-5870505
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5870505 The complaint Mrs Y complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2023, Mrs Y was looking to make an investment and was told about a company offering an investment in the developmen... (4 pages)View decision -
Decision Reference DRN-5822871
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5822871 The complaint Ms H complains that Nationwide Building Society won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2023, Ms H was told about a company offering an investment in the development of holiday lodges. She wa... (4 pages)View decision -
Decision Reference DRN-5998619
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5998619 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In February 2025, Mrs B saw an advert for a cryptocurrency investment company on a social media platform. She followed the link in the advert, ... (4 pages)View decision -
Decision Reference DRN-5978251
5 Dec 2025 American International Group UK Limited UpheldInsuranceDRN-5978251 The complaint Mr and Mrs M are unhappy with the way American International Group UK Limited (‘AIG’) handled a claim made under their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision