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-5045777
30 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5045777 The complaint Mr G complains that Kroo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr G met a woman on social media on 7 June 2023, and they began talking. They built up a relationship and spoke about meeting each other. They talked regularly about ... (4 pages)View decision -
Decision Reference DRN-5191055
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5191055 The complaint Mrs G complains that Monzo Bank Ltd (Monzo) won’t reimburse her for payments she made to a scam. What happened On 29 November 2023 after Mrs G clicked a link in an email and entered some payment details, she received a call from a scammer claiming to be from t... (3 pages)View decision -
Decision Reference DRN-5500857
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5500857 The complaint Mr K complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5684478
30 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5684478 The complaint Mr H is unhappy that a van supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) was of an unsatisfactory quality. What happened In November 2024 Mr H was supplied with a used van through a hire purchase agreement with Oo... (3 pages)View decision -
Decision Reference DRN-5564074
30 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5564074 The complaint Mr N complains that Topaz Finance Limited trading as Melanite Mortgages failed to pay £50 in offered compensation, failed to compensate him for an inappropriate call and incorrect information, and fails to sign its letters which he considers to be impolite. Wha... (3 pages)View decision -
Decision Reference DRN-5643356
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5643356 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (5 pages)View decision -
Decision Reference DRN-5718008
30 Jul 2025 Waystone Financial Investments Limited UpheldInvestmentsDRN-5718008 The complaint Mrs M complains of unauthorised access to her Waystone Financial Investments Limited (“Waystone”) ISA. She says fraudsters accessed the ISA using details obtained from a security breach at her financial adviser, changed the bank details linked to the ISA and tr... (5 pages)View decision -
Decision Reference DRN-5045759
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5045759 The complaint Mr G complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr G met a woman on social media on 7 June 2023, and they began talking. They built up a relationship and spoke about meeting each other. They talked regularly about th... (4 pages)View decision -
Decision Reference DRN-5718012
30 Jul 2025 Waystone Financial Investments Limited UpheldInvestmentsDRN-5718012 The complaint Miss M complains of unauthorised access to her Waystone Financial Investments Limited (“Waystone”) ISA. She says fraudsters accessed the ISA using details obtained from a security breach at her financial adviser, changed the bank details linked to the ISA and w... (5 pages)View decision -
Decision Reference DRN-5721987
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5721987 The complaint Mr U complains that NatWest won’t remove a hard search from his credit file following a declined credit card application. What happened Mr U applied for a credit card with NatWest in March 2025. He consented to a hard search of his credit file, and he provided ... (2 pages)View decision