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-5257170
28 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5257170 The complaint Mr H complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr H was looking to purchase a trike (three wheeled motorbike) and found one on a social media marketplace. Mr H responded... (4 pages)View decision -
Decision Reference DRN-4977267
28 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4977267 The complaint Mr R complains that Santander UK Plc won’t reimburse him a transaction made on his debit card as the result of a scam. What happened Mr R has explained that he was looking to book flights for a trip and that a friend provided him with a telephone number for - w... (3 pages)View decision -
Decision Reference DRN-5717829
28 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5717829 The complaint Mrs B complains that HSBC UK Bank Plc haven’t returned money to her. What happened Mrs B made a payment from an account she held with another bank (who, I’ll call B) to her HSBC Partnership Card. She paid too much and on a call with HSBC they incorrectly advise... (2 pages)View decision -
Decision Reference DRN-5712446
28 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5712446 The complaint Mr F complains that Zopa Bank Limited (‘Zopa’) gave him misleading information before he committed to a loan with them. Mr F wants Zopa to waive the early repayment charge and some of the interest payments for his loan. What happened Mr F complained to Zopa t... (3 pages)View decision -
Decision Reference DRN-5718093
28 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5718093 The complaint M J has complained Nationwide Building Society unfairly lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. Mr J also says Nationwide has not dealt with his chargeback requests fairly. What happened Mr J had a current account with... (5 pages)View decision -
Decision Reference DRN-5717939
28 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5717939 The complaint Mr H is complaining that Wise Payments Limited didn’t do enough to prevent him from making payments to a scam. What happened Both parties are familiar with the circumstances of the scam so I’ll only summarise it briefly here. In early 2024 Mr H fell victim to a... (3 pages)View decision -
Decision Reference DRN-5683214
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5683214 The complaint Miss D complains Barclays Bank UK PLC’s IT outage caused her inconvenience and distressed her so much she needed therapy sessions. What happened There was an IT outage over the weekend of 31 January to 2 February 2025. Miss D says her card wasn’t working duri... (2 pages)View decision -
Decision Reference DRN-4987880
28 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4987880 The complaint Mr S complains that Revolut Ltd hasn’t refunded transactions made on his account due to a safe account scam. What happened In February 2024, Mr S saw an unrecognised payment attempt on his Revolut account and then he received a call about this fraud. He said he... (2 pages)View decision -
Decision Reference DRN-5717946
28 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5717946 The complaint A company, which I’ll refer to as H, complains that Starling Bank Limited will not refund payments which it claims not to have authorised. The complaint was initially brought to us by H’s director, Mr H. H has recently entered into voluntary liquidation, so I’v... (5 pages)View decision -
Decision Reference DRN-5239461
28 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5239461 Complaint Mr and Mrs P has essentially complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly provided them with an overdraft that was unaffordable. They have also said that it continued applying charges to their overdraft even after it should... (7 pages)View decision
