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 375868 results
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Decision Reference DRN-5054714
1 Aug 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-5054714 The complaint X has complained that StoneX Financial Ltd, trading as Forex.com (‘StoneX’) forcibly closed his forex trading account which he says caused him significant losses. He would like for those losses to be repaid. What happened X held a forex account (account number... (4 pages)View decision -
Decision Reference DRN-5730065
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730065 The complaint Miss N complains Monzo Bank Ltd (“Monzo”) hasn’t refunded her the amount she lost to a job scam. What happened I issued a provisional decision in July 2025 to explain why I thought Miss N’s complaint shouldn’t be upheld. And I said I’d consider anything else an... (4 pages)View decision -
Decision Reference DRN-5557476
1 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5557476 Complaint Mr R is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr R says he was cold-called in relation to an investment opportunity with a company I’ll refer to as Company A. He was told that Company... (3 pages)View decision -
Decision Reference DRN-5705226
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5705226 The complaint Mrs E complains that Wise Payments Limited (Wise) didn’t do enough to protect her from the financial harm caused by a cryptocurrency-based investment scam. Mrs E has been represented by a claims management company throughout her complaint. I have referred to t... (4 pages)View decision -
Decision Reference DRN-5469307
1 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5469307 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr A says that the car has been faulty from an early point after he started to use it. Because of this, Mr A says th... (5 pages)View decision -
Decision Reference DRN-5730008
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730008 The complaint Ms O is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms O fell victim to a cruel investment scam after she responded to an advert on social med... (4 pages)View decision -
Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5725969
1 Aug 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5725969 The complaint Mrs F complains about a car supplied under a hire agreement, provided by Lex Autolease Ltd trading as Lex Autolease. What happened Around December 2021 Mrs F acquired a new car under a hire agreement with Lex. Mrs F paid an initial rental of £2,500 and was due... (6 pages)View decision -
Decision Reference DRN-5712663
1 Aug 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5712663 Complaint Mr W has complained about a personal loan that Barclays Bank UK Plc (“Barclays”) provided to him. He’s said that the loan was unaffordable and this created ongoing difficulty. Background Mr W has also complained about a credit card and an overdraft. However, we’v... (6 pages)View decision -
Decision Reference DRN-5729755
1 Aug 2025 KW Investment Management Limited Not upheldPensions and AnnuitiesDRN-5729755 The complaint The complaint against KW Investment Management Limited concerns fees. And some concerns have been raised as to whether advice given was suitable. What happened I issued a provisional decision on 14 July 2025. I set out what had led up to the complaint and what ... (7 pages)View decision
