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 163568 results
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Decision Reference DRN-5517330
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5517330 The complaint Ms A complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a ‘job’ scam. What happened The background to this complaint is known to both parties. I won’t repeat all the details here. In summary, Ms A says that, in June 2023, she was conta... (3 pages)View decision -
Decision Reference DRN-4666929
20 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4666929 The complaint Mr F complains Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr F said he’s been involved in a group chat primarily focused on investing when an investment opportunity in cryptocurrency was discussed. M... (2 pages)View decision -
Decision Reference DRN-5632502
20 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5632502 The complaint Ms M complains that Wise Payments Limited (‘Wise’) won’t refund money she lost when she was a victim of an impersonation scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to some key events here. In summary, ... (6 pages)View decision -
Decision Reference DRN-5602016
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5602016 The complaint Mr A complains Santander UK Plc restricted access to his account at a time he needed urgent access to his funds. Mr A explains that this caused him significant loss. His account was closed following a review. What happened Mr A contacted Santander to explain hi... (3 pages)View decision -
Decision Reference DRN-4913272
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4913272 The complaint Mrs W complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect her when she fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise the details here. Mrs W said her mortgage adviser ... (3 pages)View decision -
Decision Reference DRN-5434669
20 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5434669 The complaint Mr B complains that NewDay Ltd trading as Marbles (“NewDay”) lent him a credit card that wasn’t affordable for him. What happened In December 2020 Mr B applied for a credit card with NewDay. The application was approved, and he was provided with an initial lim... (3 pages)View decision -
Decision Reference DRN-5200086
20 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5200086 The complaint Mr and Mrs C are unhappy with Lloyds Bank PLC’s (‘Lloyds’) handling of their request to cancel a continuous payment authority. What happened In late 2023, Mr and Mrs C said they were tricked into signing up to a continuous payment authority (‘CPA’). They said t... (2 pages)View decision -
Decision Reference DRN-5142703
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5142703 The complaint Mr M says Santander UK Plc (‘Santander’), didn’t do enough to help when he fell victim to a scam. He says Santander should reimburse the money he lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them br... (5 pages)View decision -
Decision Reference DRN-5570843
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5570843 The complaint Mrs H complains that HSBC UK Bank Plc failed to advise her properly in dealing with an international payment. She is represented by her son, Mr H What happened On 14 November 2024, Mrs H says that she attended a branch of HSBC, in order to transfer £1,500 into ... (3 pages)View decision -
Decision Reference DRN-5637419
20 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5637419 The complaint Mr W complains Lloyds Bank PLC didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In June 2024 after arrival at an airport in Turkey, Mr W arranged for a merchant, I’ll refer to as “M”, to provide transport betw... (6 pages)View decision
