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 170827 results
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Decision Reference DRN-5805981
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5805981 The complaint Mr Z complains that after cancelling his Avios rewards plan, Barclays Bank UK PLC continued to deduct the monthly fee from his account. What happened In October 2024 Mr Z cancelled his Avios rewards plan with Barclays. He received an acknowledgement and confirm... (3 pages)View decision -
Decision Reference DRN-5315477
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5315477 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has declined to refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But i... (5 pages)View decision -
Decision Reference DRN-5368423
9 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5368423 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Lendable Limited t/a Autolend (Lendable) was of an unsatisfactory quality. When I refer to what Miss W has said and what Lendable have said, it should also be taken to include th... (4 pages)View decision -
Decision Reference DRN-5806921
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806921 The complaint M complains that Revolut Ltd won’t refund money it lost to a scam. Mr A is the director of M and is represented by a firm, but for ease, I have mostly referred to Mr A in my decision. What happened The background to this complaint is well known to both parties ... (3 pages)View decision -
Decision Reference DRN-5731330
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5731330 The complaint Mr C has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr C has said that he received an unprompted call from someone who said they were a financial advisor, who I will refer to as the scammer. He was added to a group ... (2 pages)View decision -
Decision Reference DRN-5731342
9 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5731342 The complaint Mr C has complained that Starling Bank Limited won’t refund money he says he lost to a scam. What happened Mr C said he received an unprompted call from someone who said they were a financial advisor, who I will refer to as the scammer. He was added to a grou... (2 pages)View decision -
Decision Reference DRN-5352852
9 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5352852 The complaint Ms S complains that Santander UK Plc won’t refund the money she lost as a result of a scam. What happened The 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. Ms S saw an advert... (3 pages)View decision -
Decision Reference DRN-5319781
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5319781 The complaint and background Mr G complains that Lloyds Bank PLC won’t reimburse money he lost when he fell victim to an investment scam. In 2024 Mr G came across an investment firm – which I will refer to as ‘T’ - on the internet and enquired about their services. He was th... (4 pages)View decision -
Decision Reference DRN-5211371
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5211371 The complaint Mr G complains that Revolut Ltd will not refund money he lost when he was a victim of an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Mr G came across an i... (4 pages)View decision -
Decision Reference DRN-5211347
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5211347 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost when he was a victim of an investment scam. What happened In 2024 Mr G came across an investment firm – which I will refer to as ‘T’ - on the internet and enquired about their services. He was the... (5 pages)View decision
