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-5275909
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5275909 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. What happened The detailed background to this complaint is well known to both parties so I’ll only provide a brief overview here. Around November 2023 Mr S came across an ... (2 pages)View decision -
Decision Reference DRN-5275918
18 Sep 2025 eToro Money UK Ltd Not upheldBanking and PaymentsDRN-5275918 The complaint Mr S complains that eToro Money UK Ltd didn’t do enough to prevent him losing money to a scam. What happened The detailed background to this complaint is well known to both parties so I’ll only provide a brief overview here. Mr S held an account with eToro an... (3 pages)View decision -
Decision Reference DRN-4942896
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4942896 The complaint Mr N and Mrs B are unhappy that Lloyds Bank PLC hasn’t refunded a payment they lost to a scam. They are professionally represented in the complaint, but for simplicity I’ve mainly referred to the actions of Mrs B throughout, as she made the disputed transaction... (3 pages)View decision -
Decision Reference DRN-5749644
18 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5749644 The complaint Mr G complains that a van that was supplied to him under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr G under a hire purchase agreement with MotoNovo Finance that he electron... (3 pages)View decision -
Decision Reference DRN-5316329
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5316329 The complaint Mrs N doesn’t believe NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did enough to protect her from an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (3 pages)View decision -
Decision Reference DRN-5714647
18 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5714647 The complaint Mr H complains that Monzo Bank Ltd has discriminated against his disability by failing to make reasonable adjustments and mishandling a refund to his account. What happened A £32 refund went to Mr H’s closed account, and he said Monzo failed to make adjustment... (3 pages)View decision -
Decision Reference DRN-5192278
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5192278 The complaint Mr W is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund money he lost because of a scam. What happened A long-term friend of Mr W recommended that he use a trading company (that I’ll call B). His friend appeared to be doing very well from the investment a... (2 pages)View decision -
Decision Reference DRN-5697833
18 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5697833 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr B applied for a Virgin Money credit card in August 2022. In his application, Mr B sa... (3 pages)View decision -
Decision Reference DRN-5459920
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5459920 The complaint Ms L complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the money she lost to a third party as part of an investment scam. What happened I’m not going to cover all the points raised in detail. The view of 24 March 2025 covered the timeline of the transact... (3 pages)View decision -
Decision Reference DRN-5554846
18 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5554846 The complaint Mr R has complained about the way that AXA PPP Healthcare Limited assessed the No Claims Discount (NCD) on a private medical insurance policy and the resulting impact on his 2024 renewal premiums. What happened Mr R’s policy year starts and ends in December ea... (3 pages)View decision
