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-5831256
24 Oct 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5831256 The complaint Mrs J complains that Capquest Debt Recovery Limited trading as Erudio Student Loans (Erudio) terminated her student loan account and didn’t contact her about deferment. What happened Mrs J took out a student loan many years ago. She had previously deferred rep... (4 pages)View decision -
Decision Reference DRN-5728482
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5728482 The complaint Mr G complains about Revolut Ltd. He says that Revolut failed to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund him the money he has lost as a result. What happened Mr G received a phone call out of the blue by... (3 pages)View decision -
Decision Reference DRN-5870992
24 Oct 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5870992 The complaint Mr M complains that Scottish Widows Limited (SWL) failed to appropriately communicate with him when, at his previous employer’s request, it reversed a pension contribution that employer had made in error. While he accepts that SWL didn’t make the contribution e... (4 pages)View decision -
Decision Reference DRN-5238896
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5238896 The complaint Mr G complains about Lloyds Bank PLC. He says that Lloyds failed to protect him when he fell victim to a scam and would like it to refund him the money he has lost as a result. What happened Mr G received a phone call out of the blue by from an individual who... (3 pages)View decision -
Decision Reference DRN-5751682
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5751682 The complaint Mrs S complained because NewDay Ltd, trading as John Lewis Partnership Card, refused to refund her for a transaction which she said she hadn’t authorised. What happened On 4 December 2024, Mrs S saw a pending transaction for £829.84 on her credit card which sh... (3 pages)View decision -
Decision Reference DRN-5643142
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5643142 The complaint Mr G and Ms P complain about Santander UK Plc. They say that they have been scammed by a rogue builder and would like to be refunded by Santander under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code. What happened Mr G and Ms P say th... (4 pages)View decision -
Decision Reference DRN-5616095
24 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5616095 The complaint Mr R complains that J. P. Morgan Europe Limited trading as Chase requested information about his funds and then closed his account. What happened Mr R had an account with Chase. In 2024, Chase requested information from Mr R as part of its “Know Your Customer”... (2 pages)View decision -
Decision Reference DRN-5639795
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5639795 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 HSBC received a fraud report from another bank about a payment made into Mr M’s HSBC account. This payment was for... (3 pages)View decision -
Decision Reference DRN-5682620
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682620 The complaint Mr G and Ms P complain about Barclays Bank UK PLC. They say that Barclays allowed an account to be opened by a scammer and would like to be refunded by Barclays as the receiving bank of their funds under the Lending Standards Board’s Contingent Reimbursement M... (2 pages)View decision -
Decision Reference DRN-5792462
24 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5792462 The complaint Mr C is unhappy with JP Morgan Europe Limited trading as Chase. Mr C said he warned Chase of his previous gambling addiction issues. He said Chase failed to act and didn’t put appropriate safeguards in place to prevent harm. Mr C said Chase allowed large sums ... (3 pages)View decision
