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 374385 results
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Decision Reference DRN-5188257
11 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5188257 The complaint Miss M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job scam, 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 known to bot... (5 pages)View decision -
Decision Reference DRN-5383695
11 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5383695 The complaint Mr K is unhappy Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative, for ease of reading I will refer solely to Mr K in this deci... (3 pages)View decision -
Decision Reference DRN-5681430
11 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5681430 The complaint Ms M complains that St. James's Place Wealth Management Plc (SJP) gave her unsuitable advice about her pension withdrawals, and that this led to some of her state benefits being reduced. She holds SJP responsible for that loss. Ms M is represented in her c... (8 pages)View decision -
Decision Reference DRN-5459300
11 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5459300 The complaint Mr D has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In summer 2024, Mr D was cold-contacted by a scammer posing as a recruiter. They offered him a fully remote job doing simple tasks for a six-f... (3 pages)View decision -
Decision Reference DRN-5073046
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073046 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5600822
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5600822 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct made a redress payment of one penny to his savings account without prior explanation. He said this reignited his concerns about fraud following an incident in 2024. What happened Mr B said after previ... (2 pages)View decision -
Decision Reference DRN-5308147
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5308147 The complaint X complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they lost as the result of a scam. What happened X was looking to rent a property in Germany and found one listed on a major property website. X contacted the owner and was sent a link to make ... (4 pages)View decision -
Decision Reference DRN-5746421
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746421 The complaint Mr W is unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged him fees, despite him having removed its discretionary management permissions in respect of his Self-Invested Personal Pension (‘SIPP’). What happened I... (5 pages)View decision -
Decision Reference DRN-5746039
11 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5746039 The complaint Mr S complains that NewDay Ltd trading as Fluid (‘NewDay’) discriminated against him when refusing to increase his credit card limit and offended him on the phone. Mr S would like significant compensation to put matters right. What happened Mr S’s credit card... (4 pages)View decision -
Decision Reference DRN-5746419
11 Aug 2025 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-5746419 The complaint Mr and Mrs W are unhappy, in summary, that Charteris Treasury Portfolio Managers Ltd (‘Charteris’) still charged them fees, despite having removed its discretionary management permissions in respect of what I understand to be their General Investment Account (‘... (5 pages)View decision
