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 170827 results
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Decision Reference DRN-5631553
14 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5631553 The complaint Miss J complains Revolut Ltd recorded a fraud marker against her at Cifas, despite her giving it relevant information. Miss J believes Revolut should compensate her for the difficulties it caused. What happened A summary of what happened is below. Miss J held ... (2 pages)View decision -
Decision Reference DRN-5832435
14 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5832435 The complaint Mrs H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t protect her from an investment scam. Mrs H is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs H in this decision. What happe... (6 pages)View decision -
Decision Reference DRN-5869819
14 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5869819 The complaint Mr O complains that Bank of Scotland plc trading as Halifax allowed the joint borrower to take a new fixed interest rate on his mortgage without his consent. What happened Mr O has a mortgage with Halifax. It’s a joint mortgage, in the names of him and his form... (3 pages)View decision -
Decision Reference DRN-5560100
14 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5560100 The complaint Mr M complains that Wise Payments Limited won’t refund the full amount of money he says he lost to a scam. What happened Mr M complains Wise won’t reimburse several payments that he lost when he paid for a website to be made that he says wasn’t of satisfactory ... (2 pages)View decision -
Decision Reference DRN-5760013
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760013 The complaint A company, which I’ll refer to as E, complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds it lost when it fell victim to a scam. Mr M, who is the sole director of E, brings the complaint on E’s behalf. What happened Mr M says that he was introduced... (2 pages)View decision -
Decision Reference DRN-5861051
14 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5861051 The complaint Mrs M’s attorneys complain on her behalf that TSB Bank plc mis-sold a savings account and failed to provide sufficient notice regarding the maturity date of the account resulting in lost interest. What happened Mrs M’s attorneys attended a branch of TSB and op... (3 pages)View decision -
Decision Reference DRN-5777102
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777102 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) didn’t clearly explain that cash withdrawals from ATM’s located within casinos didn’t form part of the gambling block resulting in him being able to withdraw £300 in cash which he subsequently lost gambling.... (3 pages)View decision -
Decision Reference DRN-5821937
14 Oct 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5821937 The complaint Ms A’s complaint is about a mortgage she took out with her ex-partner with Clydesdale Bank Plc trading as Virgin Money (Virgin). She has complained about the amount of time Virgin allowed the mortgage to continue in arrears and doesn’t believe it made the right... (6 pages)View decision -
Decision Reference DRN-5407060
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5407060 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she says was lost as the result of a scam. What happened Miss M made two payments to an individual I’ll refer to as B. The first payment was in December 2023 for £361 and the second payment ... (2 pages)View decision -
Decision Reference DRN-5478230
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5478230 The complaint Miss C complains that Santander UK Plc (‘Santander’) won’t refund the money she lost as the result of a scam. What happened In 2024, Miss C found a motorbike for sale on a social media marketplace. Miss C says she asked numerous questions and was shown picture... (3 pages)View decision
