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 381082 results
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Decision Reference DRN-5747124
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5747124 The complaint Mr A has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) applied a charge to process a foreign cheque, before the proceeds of the cheque were deposited into his account. What happened Mr A paid a US Dollar cheque into his NatWest ac... (2 pages)View decision -
Decision Reference DRN-5192488
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5192488 The complaint Mr M complains that Revolut Ltd failed to protect him when he fell victim to a scam and that it hasn’t reimbursed his loss since that scam was reported. What happened As the details of this complaint are well-known to both parties, I’ll only summarise the backg... (4 pages)View decision -
Decision Reference DRN-5793004
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5793004 The complaint Mr B complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) handled a dispute he raised with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (6 pages)View decision -
Decision Reference DRN-5778805
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5778805 The complaint Ms N complains Barclays Bank UK PLC won’t refund the full amount of money she lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Barclays ought to have made additional chec... (2 pages)View decision -
Decision Reference DRN-5257719
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5257719 The complaint Mr I complains that a car acquired under a hire purchase agreement with Black Horse Limited trading as Black Horse (Black Horse) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will bri... (2 pages)View decision -
Decision Reference DRN-5793632
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793632 The complaint Mr T is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr T came across a travel company online and wanted ... (2 pages)View decision -
Decision Reference DRN-5361165
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5361165 The complaint Mr P complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr P is professionally represented, however, to keep things simple, I’ll refer to Mr P throughout my decision. What happened Mr P has explained that he was deceived b... (4 pages)View decision -
Decision Reference DRN-5204314
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5204314 THE COMPLAINT Mr G and Mrs G hold/held a joint account with Bank of Scotland plc trading as Halifax. Mrs G complains Halifax will not reimburse her money – from the joint account – she says she lost when she fell victim to a scam. Mrs G is represented by Refundee in this m... (3 pages)View decision -
Decision Reference DRN-5764120
3 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5764120 The complaint Mr W complains Tradex Insurance Company PLC (“Tradex”) unfairly declined his claim for storm damage to his roof, under his home insurance policy. Mr W is represented by a loss assessor but, for ease, I’ll refer to Mr W throughout my decision. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5501354
3 Sep 2025 Hippo Vehicle Solutions Limited Not upheldConsumer CreditDRN-5501354 The complaint Mrs M complains that multiple searches were carried out by Hippo Vehicle Solutions Limited trading as Hippo Approved (“Hippo”) after she contacted them to enquire about arranging finance for a car. What happened The parties are familiar with the background of ... (2 pages)View decision
