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-5291838
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5291838 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says that he’s fallen victim to a cryptocurrency investment scam. He saw an advertisement online for an ... (3 pages)View decision -
Decision Reference DRN-5499336
31 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5499336 The complaint Miss W complains that Santander UK Plc has threatened repossession action in connection with arrears on her mortgage. What happened Miss W and her former partner took out a mortgage with Santander many years ago. They separated in around 2007 and Miss W has not... (3 pages)View decision -
Decision Reference DRN-5244581
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5244581 The complaint Mrs O complains that Revolut Ltd (“Revolut”) didn’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties and was laid out in detail by our I... (3 pages)View decision -
Decision Reference DRN-5485796
31 Jul 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5485796 The complaint Mr C complains that his Self-Invested Personal Pension (SIPP) provider – Aegon - which is part of Scottish Equitable Plc, provided him with poor service when he wanted to crystalise the remainder of the uncrystallised funds in his SIPP. What happened Mr C has a... (4 pages)View decision -
Decision Reference DRN-5627527
31 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5627527 The complaint Ms W complains about how Topaz Finance Limited trading as Heliodor Mortgages has reported her mortgage to credit reference agencies. What happened Ms W has a Together mortgage with Heliodor. Together mortgages were originally offered with Northern Rock, and con... (4 pages)View decision -
Decision Reference DRN-5241809
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5241809 Complaint Mr S is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse him after he reported falling victim to a scam. Background In early 2024, Mr S was contacted by an individual via a well-known messaging app. Although he did not know... (2 pages)View decision -
Decision Reference DRN-5641326
31 Jul 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5641326 The complaint Mr M complains that The Royal Bank of Scotland Plc (“RBS”) took an additional loan repayment which impacted his other direct debits. What happened Mr M says he requested for his monthly repayment date to be changed after he got a new position. He says RBS subs... (3 pages)View decision -
Decision Reference DRN-5710904
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710904 The complaint Miss S has complained that Bank of Scotland plc trading as Halifax won’t refund money, she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving ... (2 pages)View decision -
Decision Reference DRN-5151259
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5151259 The complaint Mrs S complains that Monzo Bank Ltd won’t reimburse her loss after she was defrauded. What happened As the circumstances of the complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Mrs S found an investment opportunity v... (3 pages)View decision -
Decision Reference DRN-5652278
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5652278 The complaint Mr and Mrs S complain that Santander UK Plc won’t refund money they say they lost to an investment scam. Mr and Mrs S are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr and Mrs S in this decision. What happene... (5 pages)View decision
