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 370149 results
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Decision Reference DRN-5470394
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5470394 The complaint Mr A complains that Barclays Bank UK PLC hasn’t reimbursed him for four payments he made in March 2021 to what he now believes to have been a fraudulent investment. Mr A brings this complaint with the benefit of professional representation. In what follows, fo... (5 pages)View decision -
Decision Reference DRN-5198710
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198710 The complaint Mr S complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr S says he saw an advert on social media for an investment opportunity in cryptocurrency, supposedly endorsed by a c... (5 pages)View decision -
Decision Reference DRN-5647532
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5647532 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he said he lost to a scam. A firm represents Mr S, but for ease I have only referred to Mr S in this decision. What happened Mr S said he made the following payments towards what he believed was a genu... (3 pages)View decision -
Decision Reference DRN-5576175
30 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576175 The complaint Mr D complains about how U K Insurance Limited (“UKI”) cancelled his policy which used telematics to gather data about his driving. What happened Mr D had a car insurance policy with UKI. He bought the policy online via a comparison website. The policy required... (3 pages)View decision -
Decision Reference DRN-5072350
30 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5072350 The complaint Mr M complains that Kroo Bank Ltd (Kroo) hasn’t refunded transactions which he says he didn’t authorise What happened Following my provisional decision, I’ve not been provided with any additional comments or evidence that would lead me to change my provisional ... (2 pages)View decision -
Decision Reference DRN-5154220
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5154220 The complaint Miss M complains that Bank of Scotland Plc trading as Halifax (“Halifax”) won’t refund her multiple payments made from her account as the result of an investment scam. What happened In February 2023, Miss M was involved in a scam. She was persuaded to send £3,4... (4 pages)View decision -
Decision Reference DRN-5647514
30 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5647514 The complaint Mr S and Ms B complain that Nationwide Building Society won’t refund money they said Mr S lost to a scam. A firm represents Mr S and Ms B, but for ease I have referred to Mr S and Ms B in this decision. What happened Mr S said between January 2022 and September... (3 pages)View decision -
Decision Reference DRN-5177655
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5177655 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I unders... (3 pages)View decision -
Decision Reference DRN-5373358
30 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5373358 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) hasn’t reimbursed him for payments he made in 2018 to what he now believes to have been a fraudulent investment. This decision concerns the payments Mr S made from his account with HSBC. Separate payments made Mr S in... (4 pages)View decision -
Decision Reference DRN-5141808
30 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5141808 The complaint Company T, a limited company, complains that The Royal Bank of Scotland Plc (RBS) hasn’t reimbursed it for payments it made to what Company T now believes to have been a fraudulent investment scheme. Company T brings its complaint with the benefit of profession... (4 pages)View decision
