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-5245018
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5245018 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost when she fell victim to a scam. What happened Ms R invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “B” in September 2019. Ms R’s understanding of the investment w... (7 pages)View decision -
Decision Reference DRN-5263342
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5263342 The complaint Mrs A complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs A has an account with Revolut and accounts elsewhere too including an account with a bank who I’ll refer to as “S” throughout the rest of this deci... (3 pages)View decision -
Decision Reference DRN-5141232
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5141232 The complaint Mr C complains that Wise Payments Limited closed his account without giving him prior notice or explaining why it had done so. What happened Mr C opened an account with Wise in March 2024. Wise is a money transfer business and, because of where Mr C lives, he c... (2 pages)View decision -
Decision Reference DRN-5189884
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5189884 The complaint Company A complains National Westminster Bank Plc (NatWest) did not provide like-for-like accounts, as agreed, when A opened new accounts after the business changed from a partnership to a limited company. What happened A had accounts with NatWest when it was a... (3 pages)View decision -
Decision Reference DRN-4776978
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4776978 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to a scam. Mr J is being represented by solicitors in this complaint. What happened The background to this complaint is well known to both parties and has been previou... (3 pages)View decision -
Decision Reference DRN-5137064
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5137064 The complaint Mr M’s complaint is, in essence, that Lloyds Bank PLC (the “Lender”) acted unfairly and unreasonably by deciding against paying a claim under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In or around July 2016 (the ‘Time of Sale’), Mr M... (6 pages)View decision -
Decision Reference DRN-5086159
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5086159 The complaint Miss A complained because Monzo Bank Ltd refused to refund her for transactions she said she didn’t make. What happened On 17 May 2023, Miss A contacted Monzo. She said there were two debits on her account which she hadn’t made: - £70 at a cash machine on 1 M... (4 pages)View decision -
Decision Reference DRN-4976740
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4976740 The complaint Miss F complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Miss F has an account with Revolut which she says she opened during this scam and at the scammer’s suggestion. She has accounts elsewhere too. Miss F ... (2 pages)View decision -
Decision Reference DRN-5180166
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5180166 The complaint Mr N complains that NewDay Ltd trading as John Lewis Partnership Card changed the monthly statement date and the payment due date on his account. What happened Mr N holds a John Lewis card. On 1 August 2024 NewDay wrote to Mr N and advised him that it was chang... (2 pages)View decision -
Decision Reference DRN-5231629
15 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5231629 The complaint Mr R complains that Barclays Bank UK PLC, trading as Barclaycard, gave him inaccurate information when they told him interest wouldn’t be charged on his closed account. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision
