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 392389 results
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Decision Reference DRN-4954424
21 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4954424 The complaint Mr O complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) has declined to reimburse payments he made as part of a scam. What happened In March 2022, Mr O saw an advertisement on a well-known social media site. The advert featured a promi... (8 pages)View decision -
Decision Reference DRN-5892865
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5892865 The complaint Ms C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In December 2023, Ms C met a man on a dating website. They started communicating, first thr... (3 pages)View decision -
Decision Reference DRN-5906429
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5906429 The complaint Miss O complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2024, Miss O says she was told about an opportunity to invest with a trader who was a f... (3 pages)View decision -
Decision Reference DRN-5559906
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5559906 The complaint Miss T complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In October 2024, Miss T was looking to buy a car and found one she was interest in advertised online. She contacted the s... (3 pages)View decision -
Decision Reference DRN-5684097
21 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5684097 The complaint Mr B complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2024, Mr B received a phone call from someone who said they worked for an investment company and had an investment opportunity for him. ... (5 pages)View decision -
Decision Reference DRN-5848666
21 Nov 2025 British Gas Services Limited Not upheldInsuranceDRN-5848666 The complaint Ms N complains about the service she received from British Gas Services Limited (BGSL) under a Repair and Cover policy. What happened Ms N is a vulnerable consumer as she suffers with a visual impairment and chronic health condition. On 27 January 2023, Ms N ... (7 pages)View decision -
Decision Reference DRN-5616089
21 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5616089 The complaint D, a limited company, complains that Starling Bank Limited won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In April 2021, D entered into a drop shipping agreement with a retail company. It agreed to pay £13,000 ... (3 pages)View decision -
Decision Reference DRN-5689012
21 Nov 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5689012 The complaint Mr K complained about the way Creation Financial Services Limited responded to a claim for money back for purchases of goods and services he made using his credit card. What happened Mr K said he bought a boiler including installation for around £2,980 in May ... (3 pages)View decision -
Decision Reference DRN-5966850
20 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5966850 THE COMPLAINT Miss B complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost when she fell victim to a scam. Miss B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Miss B solely in this decision fo... (8 pages)View decision -
Decision Reference DRN-5873823
20 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5873823 THE COMPLAINT Ms G complains that Nationwide Building Society (“Nationwide”) will not reimburse her money she says she lost when she fell victim to fraud. Ms G is represented by MaxLaw Solicitors in this matter. However, where appropriate, I will refer to Ms G solely in th... (4 pages)View decision