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 157985 results
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Decision Reference DRN-5116620
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5116620 The complaint Miss A complains Monzo Bank Ltd didn’t do enough to help her when she fell victim to a scam. What happened Miss A has an account with Monzo. Miss A says she contacted Monzo on 6 February 2024 to say she’d just tried to pay for some accommodation abroad and real... (3 pages)View decision -
Decision Reference DRN-5025452
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5025452 The complaint Ms C is unhappy with the service she received from Barclays Bank UK PLC surrounding a recurring direct debit that was in place on her account. What happened Ms C noticed that a recurring direct debit instruction present on her account had been cancelled by Barc... (3 pages)View decision -
Decision Reference DRN-5133285
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5133285 The complaint Ms C is unhappy that the automated fraud prevention systems of Barclays Bank UK PLC stopped payments that she wanted to make, and with the service she received from Barclays surrounding this. What happened Ms C wanted to make some large payments from her Barcla... (3 pages)View decision -
Decision Reference DRN-5161001
15 Jan 2025 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5161001 The complaint Miss P complains that after she engaged an appointed representative of Personal Touch Financial Services Ltd to source a mortgage she found herself paying a higher rate of interest than she agreed to. What happened Miss P used an appointed representative of Per... (2 pages)View decision -
Decision Reference DRN-4866645
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4866645 The complaint Mr C complains, via a representative, that Wise Payments Limited (“Wise”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a per... (3 pages)View decision -
Decision Reference DRN-4860232
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4860232 The complaint Mr C complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a person thr... (3 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5121377
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5121377 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account. 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 M held a Halif... (2 pages)View decision -
Decision Reference DRN-5190612
15 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5190612 The complaint Mr S complains about how Metro Bank PLC dealt with his direct debit indemnity claim. He’s also unhappy with the service he received from branch staff. What happened Mr S holds a current account with Metro Bank PLC (Metro). On 19 August 2024 he exchanged and co... (4 pages)View decision -
Decision Reference DRN-5263942
15 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5263942 The complaint Mr H has complained that Tesco Personal Finance Limited (trading as “Tesco Bank”) failed to protect him from falling victim to a purchase scam, and hasn’t refunded the money he lost as a result. What happened The background of this complaint is already known t... (4 pages)View decision
