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 185689 results
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Decision Reference DRN-6269897
24 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6269897 The complaint Ms W complains that HSBC UK Bank Plc won’t refund the money she lost as a result of an investment scam. Also, about their service when she raised this complaint. What happened The detailed background to this complaint is well known to both parties, so this is ... (4 pages)View decision -
Decision Reference DRN-6290208
24 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6290208 The complaint Mr and Mrs D complain that Nationwide won’t refund the money Mr D lost to a job 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 the key events here. Mr D was lookin... (4 pages)View decision -
Decision Reference DRN-5908101
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5908101 The complaint Mr P has complained Monzo Bank Limited won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr P fell victim to an inves... (4 pages)View decision -
Decision Reference DRN-6260932
24 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6260932 The complaint Miss I complains about Lloyds Bank PLC on behalf of ‘M’, her limited company. She says that in November 2023, M has suffered a loss of £7,000 to a scammer, and she would like Lloyds to refund it. What happened Miss I contacted ‘E’ for help with her business M. ... (3 pages)View decision -
Decision Reference DRN-6317570
24 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6317570 The complaint A company which I’ll call ‘S’ complains that National Westminster Bank Plc (NatWest) has behaved unfairly when providing an agreement in principle for a loan as this wasn’t in line with what had been discussed with the bank’s Relationship Manager. The complain... (6 pages)View decision -
Decision Reference DRN-6315304
24 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6315304 The complaint Mr O complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr O is represent... (8 pages)View decision -
Decision Reference DRN-6317561
24 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6317561 The complaint Mrs B complains about the way Santander UK Plc treated her when she fell victim to a scam and made a claim for her financial loss. What happened Mrs B explains that: • She has a serious health condition and, as she takes steroids, this sometimes affects her sl... (6 pages)View decision -
Decision Reference DRN-6206492
24 Apr 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6206492 The complaint Mr B is a sole trader. He complains that Metro Bank PLC won’t refund a payment he made as a result of a scam. What happened • Mr B was the victim of a vehicle purchase scam. In 2021, he made an international payment of £8,000.00 under the belief that he was pur... (3 pages)View decision -
Decision Reference DRN-6261831
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6261831 The complaint Mr D has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr D had been running an account with Revolut since the end of 2022. In November 2024 Revolut blocked use of Mr D’s account after get... (3 pages)View decision -
Decision Reference DRN-5940914
24 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5940914 The complaint Mr A complains that J. P. Morgan Europe Limited trading as Chase didn’t return £3,000 after it closed his account. What happened Mr A had an account with Chase that opened in January 2025. But on 17 January 2025, Chase decided to close Mr A’s account. Chase tol... (2 pages)View decision