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 380824 results
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Decision Reference DRN-5839382
29 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5839382 The complaint Ms L complains because Inter Partner Assistance SA (‘IPA’) hasn’t paid a cancellation claim under her travel insurance policy. All references to IPA include the agents appointed to administer claims and complaints on its behalf. What happened Ms L was insured u... (3 pages)View decision -
Decision Reference DRN-5203068
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5203068 The complaint Mr S is unhappy that Revolut Ltd won’t refund payments he says he sent to a scam. He brings the complaint through professional representatives, but for simplicity I’ve referred to the actions of Mr S throughout this decision. What happened In 2024 Mr S says he ... (4 pages)View decision -
Decision Reference DRN-5423079
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5423079 The complaint Mrs T complains that Starling Bank Limited (‘Starling’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs T says that she was looking for part-time work to supplement her income, as her mother was ill and she wanted to help ou... (4 pages)View decision -
Decision Reference DRN-5287525
29 Sep 2025 Bank of Scotland Plc Not upheldInvestmentsDRN-5287525 The complaint Ms M and Miss S are represented (by ‘R’). The complaint relates to advice received by Miss S in 2006 and 2007 to invest in an Investment Bond (‘IB’), in her Bank of Scotland plc trading as Halifax Personal Investment Plan (‘PIP’), and to her partial surrender ... (5 pages)View decision -
Decision Reference DRN-5845968
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5845968 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (3 pages)View decision -
Decision Reference DRN-5139242
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5139242 The complaint Mr S is unhappy that TSB Bank plc won’t refund a payment he says he made as part of a scam. He brings the complaint via solicitors, but for simplicity I’ve referred to the actions of Mr S throughout this decision. What happened Mr S was told about an opportunit... (3 pages)View decision -
Decision Reference DRN-5334890
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5334890 The complaint Mr L is unhappy TSB Bank plc won’t refund transactions he says he made as part of a scam. What happened Mr L says he was involved in multiple cryptocurrency investment scams between 2017 and 2024. He describes them as schemes where individuals or websites pledg... (2 pages)View decision -
Decision Reference DRN-5828261
29 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5828261 The complaint With the help of a professional representative (PR), Mr B complaints that Moneybarn No. 1 Limited lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr B. What happened Mr B took a finance agreement with Moneybarn to help... (3 pages)View decision -
Decision Reference DRN-5614869
29 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5614869 The complaint Mr and Mrs W complain that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs W hold a joint account with Lloyds. I understand that Mrs W was looking for a new car and found an adve... (2 pages)View decision -
Decision Reference DRN-5813810
29 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5813810 The complaint Mr G complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he was the victim of a scam. He is also unhappy that his account was closed. What happened The detailed background to this complaint is well known to both parties. ... (3 pages)View decision
