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 170994 results
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Decision Reference DRN-5807829
11 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5807829 The complaint A company, which I’ll call “C”, complains that ClearBank Limited won’t refund payments made as part of a scam. Miss J is the director of C, and complains on C’s behalf. C holds a business bank account with Tide, and Tide’s bank accounts are provided by ClearBan... (4 pages)View decision -
Decision Reference DRN-5811422
11 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5811422 The complaint Mr P makes a number of complaints about TSB Bank plc about problems using his account card. What happened Mr P says he was unable to use his TSB account card due to problem with the Address Verification System (AVS). In summary he says he was unable to make pay... (2 pages)View decision -
Decision Reference DRN-5799261
11 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5799261 The complaint Ms W complains that PayPal UK Ltd won’t refund the full amount of money she lost to a scam. What happened Ms W made several payments to what she thought was a celebrity meet and great. When Ms W realised she had been scammed, she logged a complaint with PayPal.... (3 pages)View decision -
Decision Reference DRN-5741507
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5741507 The complaint Mr H complains that HSBC UK Bank Plc cancelled his credit card without any notice. What happened In August 2024, Mr H complained to HSBC as he’d received a replacement credit card in the post that was of a different account type to the card he presently held. M... (3 pages)View decision -
Decision Reference DRN-5760893
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5760893 The complaint Mr K complained about the actions taken by TSB Bank plc when it blocked a payment he wanted to make. What happened In June 2025, Mr K tried to transfer an amount from his account to a third-party. TSB flagged the payment for further security checks and meanwhi... (3 pages)View decision -
Decision Reference DRN-5605585
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5605585 The complaint Mr J is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an APP (authorised push payment) scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr J fell victim to a j... (4 pages)View decision -
Decision Reference DRN-5251241
11 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5251241 The complaint Mr D complains about the way Mitsubishi HC Capital UK PLC trading as Novuna (‘Novuna’), handled his claim for a refund. What happened In January 2024, Mr D took out a fixed term loan agreement with Novuna of just over £4,000 to fund the cost of the supply and i... (2 pages)View decision -
Decision Reference DRN-5586931
11 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5586931 The complaint Mr H complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5267823
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267823 Complaint Ms W is unhappy that Barclays Bank UK PLC didn’t refund her after she reported falling victim to a scam. Background In 2018, Ms W was contacted about an investment opportunity. She had recently received an inheritance and was considering how best to use the funds. ... (3 pages)View decision -
Decision Reference DRN-5287435
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5287435 The complaint A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A had an account with Monzo. In January 2024, it was credited with a payment from a ... (3 pages)View decision
