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 364766 results
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Decision Reference DRN-5287420
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287420 The complaint Mr B complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has explained that in February... (9 pages)View decision -
Decision Reference DRN-5160368
27 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5160368 The complaint Mr P complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” from around 2018 onwards, Mr P made further investm... (7 pages)View decision -
Decision Reference DRN-5195458
27 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5195458 The complaint Mr E has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2023 Mr E opened an account with Kroo. In February 2024 he was told by Kroo that they had restricted his use of the acco... (3 pages)View decision -
Decision Reference DRN-5287692
27 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287692 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs M says: Mrs M saw an advert on Instagram for someone selling an online business course. She signed up to it, and at first it covered learning a... (5 pages)View decision -
Decision Reference DRN-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-5243343
27 Jan 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5243343 The complaint Miss H complains about the service she received when purchasing a prepaid cash card from Prepay Technologies Ltd (“Prepay”). In particular, she is unhappy that the card she purchased wouldn’t work leaving her without access to any money whilst she was abroad. W... (4 pages)View decision -
Decision Reference DRN-4946514
27 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4946514 The complaint Ms M complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provide. What happened In May 2023 Ms M entered into a 25-month ... (4 pages)View decision -
Decision Reference DRN-5252080
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5252080 The complaint Miss S complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t authorise. What happened In early October 2024, Miss S made three fraud claims on her Barclays account. She disputed: - 75 transactions which had ta... (4 pages)View decision -
Decision Reference DRN-5029827
27 Jan 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5029827 The complaint W complains that Barclays Bank Plc trading as Barclaycard didn’t close its credit card account when asked. This complaint is being brought by Mr B, the director of W, however I will refer to W throughout this decision. What happened On 2 April 2024, W returne... (2 pages)View decision -
Decision Reference DRN-5236132
27 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5236132 The complaint Mr M complains that the conditional sale agreement he entered into with Moneybarn No. 1 Limited trading as Moneybarn was unaffordable. He wants 50% of the remaining repayments to be waived for the distress he has been caused. What happened Mr M entered into a c... (4 pages)View decision
