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 366874 results
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Decision Reference DRN-5573222
21 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5573222 The complaint Mrs I complains that Monzo Bank Ltd is holding her liable for a loan and an overdraft she says were taken out by scammers. She accepts she moved the funds on from the loan, but says this was under the scammer’s instructions. What happened In August 2023, Mrs I ... (4 pages)View decision -
Decision Reference DRN-5110306
21 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110306 THE COMPLAINT Miss W holds/held an account with Revolut Ltd. Miss W’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Miss W is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mi... (5 pages)View decision -
Decision Reference DRN-5387562
21 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5387562 The complaint Miss H complains Santander UK Plc gave her incorrect information when she opened a savings account and mishandled an application by her for a credit card. She complains she’s lost out on interest, been distressed and inconvenienced and had her credit file damag... (3 pages)View decision -
Decision Reference DRN-5064653
21 May 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5064653 The complaint Mr J, through his representative, complains about the advice he received from HARBOUR ROCK CAPITAL LIMITED trading as Pension Access, to transfer several of his pension arrangements to a self-invested personal pension (SIPP). He says this advice wasn’t suitable... (9 pages)View decision -
Decision Reference DRN-5575650
21 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5575650 The complaint Mr and Mrs M complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (28 pages)View decision -
Decision Reference DRN-5440836
21 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5440836 THE COMPLAINT Mr A holds/held an account with Lloyds Bank PLC (“Lloyds”). Mr A’s complaint is about Lloyds’s refusal to reimburse him money he says he lost due to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will no... (5 pages)View decision -
Decision Reference DRN-5484709
21 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5484709 The complaint Mr W is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was of an unsatisfactory quality. What happened In June 2024 Mr W was supplied with a used car through a conditional sale agreement with Money... (3 pages)View decision -
Decision Reference DRN-5421570
21 May 2025 Society of Lloyd's Not upheldInsuranceDRN-5421570 The complaint A company which I’ll refer to as “P” and Mr B complain about Society of Lloyds (“SoL”) handling of their Buildings Insurance claim. Mr B has brought the complaint, alongside P. So, I will refer to him where appropriate below. All references to SoL also include... (3 pages)View decision -
Decision Reference DRN-5041736
21 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5041736 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5576022
21 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576022 THE COMPLAINT Mr A holds/held an account with Bank of Scotland plc trading as Halifax (“Halifax”). Mr A’s complaint is about Halifax’s refusal to reimburse him money he says he lost due to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parti... (5 pages)View decision
