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 381196 results
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Decision Reference DRN-5626041
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626041 The complaint Mr B complains Monzo Bank Ltd won’t refund the full amount of money he says he lost to a scam. What happened Mr B complains that from December 2021 he made several payments from his account held with Monzo to what he believed was a legitimate investment. When M... (4 pages)View decision -
Decision Reference DRN-5626087
21 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5626087 The complaint Mr B complains Barclays Bank UK PLC won’t refund the full amount of money he says he lost through a scam. What happened Mr B complains that from January 2022 he made several payments from his account held with Barclays to what he believed was a legitimate inves... (3 pages)View decision -
Decision Reference DRN-5756682
21 Oct 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-5756682 The complaint Mr and Mrs B say Handelsbanken plc (“Handelsbanken”) failed to protect them from financial harm when they fell victim to a scam. Mr and Mrs B have appointed a professional representative who has brought this complaint on their behalf. However, for ease, I will ... (3 pages)View decision -
Decision Reference DRN-5894200
21 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5894200 The complaint Miss B complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) lent to her irresponsibly. What happened Miss B took out a credit card with Virgin, in June 2016. The credit limit given to Miss B was £6,000 and this hasn’t been increased. Around £5,50... (4 pages)View decision -
Decision Reference DRN-5606794
21 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5606794 The complaint Miss B complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The... (3 pages)View decision -
Decision Reference DRN-5606797
21 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5606797 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The b... (4 pages)View decision -
Decision Reference DRN-5885517
21 Oct 2025 Hey Habito Ltd UpheldMortgagesDRN-5885517 The complaint Mr M and Mr W complain about the failure of Hey Habito Ltd to apply to port their mortgage product when they moved house which meant they had to pay an early repayment charge (“ERC”). What happened Mr M and Mr W had a mortgage with a lender I shall call Lender... (3 pages)View decision -
Decision Reference DRN-5693077
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5693077 The complaint Mr B said that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”) unfairly chased him for payment after he’d handed back a car he acquired on finance. What happened Mr B entered into a hire agreement to acquire a new c... (3 pages)View decision -
Decision Reference DRN-5885874
21 Oct 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5885874 The complaint Mr A has complained to Scottish Widows Limited, trading as Clerical Medical, about the customer service it’s provided. SW has refunded payments of £13,126.05 and £1,985.15 to Mr A’s former employer, but he feels that this should have been paid to either him or ... (5 pages)View decision -
Decision Reference DRN-5847757
21 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5847757 The complaint Mr S complains that National Westminster Bank Public Limited Company (NatWest) didn’t do enough to protect him from falling victim to a scam. Mr S has used a representative to help bring his complaint. But, for ease of reading, I’ll mostly refer to Mr S himsel... (3 pages)View decision
