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 367300 results
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Decision Reference DRN-5537380
16 May 2025 Santander UK Plc Not upheldMortgagesDRN-5537380 The complaint Mr S complains about action taken by Santander UK Plc (Santander) in relation to arrears on his mortgage account and charges which have been added to the account. What happened Mr S has brought a series of complaints to this Service over the years in relation t... (4 pages)View decision -
Decision Reference DRN-5549914
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5549914 The complaint Mrs W has complained that Lloyds Bank PLC (“Lloyds”) started to charge her the full monthly packaged account fee on her Club Platinum account, once she stopped working for Lloyds. What happened Mrs W, who’d previously been a member of staff at Lloyds, held a fe... (2 pages)View decision -
Decision Reference DRN-4739030
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4739030 The complaint Ms C complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund two transactions totalling £1,189 which she says she didn’t authorise. What happened The background to the complaint is well known to both parties, so I’ll provide only a brief... (5 pages)View decision -
Decision Reference DRN-5328380
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328380 The complaint Mr L complains that Barclays Bank UK PLC (‘Barclays’) closed his account without any warning or notice. Mr L is also unhappy with the complaints process and service he received from Barclays after he lodged a complaint regarding the closure of his account. Wh... (3 pages)View decision -
Decision Reference DRN-5555311
16 May 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5555311 The complaint Mr M complains that due to an administrative error by Automobile Association Insurance Services Limited (AAISL) he was stopped by the Police for driving without insurance and given a fine and six points on his driving licence. Mr M also says he incurred the cos... (5 pages)View decision -
Decision Reference DRN-5497518
16 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5497518 THE COMPLAINT Mr G holds/held an account with Revolut Ltd (“Revolut”). Mr G’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr G is represented by Refundee in this matter. However, where appropriate, I will refer to Mr G solely ... (5 pages)View decision -
Decision Reference DRN-5197930
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5197930 The complaint Mr W complains that Monzo Bank Ltd won’t refund him the money he says he lost to an investment scam. In bringing his complaint to this service Mr W is represented by a third party, but for ease of reading I’ll refer to Mr W throughout. What happened The backg... (3 pages)View decision -
Decision Reference DRN-4743949
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4743949 The complaint Mr A complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in April 2025 to explain why I thought Mr A’s complaint should be partially upheld and I said I’d consider a... (10 pages)View decision -
Decision Reference DRN-4542502
16 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4542502 The complaint Mrs S is unhappy Clydesdale Bank Plc trading as Virgin Money (“Virgin”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them a... (4 pages)View decision -
Decision Reference DRN-5466479
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5466479 The complaint Ms D complains that Barclays Bank UK PLC won’t refund money she lost when she was the victim of an investment scam. Ms D is being supported in her complaint by a representative, but for ease, I’ll refer to Ms D in this decision. What happened The background to ... (7 pages)View decision
