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 380824 results
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Decision Reference DRN-5427571
1 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5427571 The complaint Ms T complains that Wise Payments Limited won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Ms T received a text message about a potential job for her. She replied that she was interested and was told the job in... (4 pages)View decision -
Decision Reference DRN-5427570
1 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5427570 The complaint Ms T complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of a scam. What happened In November 2023, Ms T received a text message about a potential job for her. She replied that she was interested and was told the job involve... (3 pages)View decision -
Decision Reference DRN-5355532
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355532 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2022, Mr M was looking for a way to earn some additional income and a friend of his told him about an investment company... (3 pages)View decision -
Decision Reference DRN-5729321
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5729321 The complaint Mr S is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll refer mainly to Mr S in my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5110105
1 Aug 2025 2 Plan Wealth Management Limited Not upheldInvestmentsDRN-5110105 The complaint Mr K has complained about the advice he received from 2Plan Wealth Management Limited (’2Plan’) to invest into an offshore bond. He wasn’t able to make the 5% tax deferred withdrawals he says he had been assured of because this facility wasn’t available to a co... (7 pages)View decision -
Decision Reference DRN-4994197
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4994197 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr B was contacted through a messaging app, by someone I’ll refer to as C. Mr B says that he had been in contact with C for almost two y... (4 pages)View decision -
Decision Reference DRN-5694841
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5694841 The complaint Mrs C’s complaint relates to her NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) mortgage. She us unhappy that the interest rate products available to her, as an existing customer, have higher interest rates associated with them than the products tha... (3 pages)View decision -
Decision Reference DRN-5666910
31 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5666910 The complaint Mr K complains that Marks and Spencer Financial Services Plc treading as M&S Bank sent him a credit limit decrease letter which was due to take effect the same date he received it. What happened Mr K holds a credit card account with M&S Bank. On 27 Dece... (3 pages)View decision -
Decision Reference DRN-5632524
31 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5632524 The complaint Mr M complains National Farmers’ Union Mutual Insurance Society Limited set an unreasonable premium for his motor insurance policy. What happened Mr M insured his car with NFU. His premium for the policy year September 2023 to September 2024 was £341. NFU offe... (2 pages)View decision -
Decision Reference DRN-5595505
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5595505 The complaint Mr P and Mrs P complain that Santander UK Plc won’t refund the money Mr P lost when he fell victim to a lottery ticket scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision
