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 160340 results
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Decision Reference DRN-4718245
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4718245 The complaint Miss F has complained about Barclays Bank UK Plc not refunding several payments she says she 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, Miss F fell vic... (4 pages)View decision -
Decision Reference DRN-5331702
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331702 The complaint Ms S is unhappy that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) reported missed credit card payments to her credit file. Ms S wants her credit file amending, and for Virgin to pay her compensation. What happened Ms S didn’t pay her credit card whe... (3 pages)View decision -
Decision Reference DRN-5154288
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154288 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W found an investment opportunity on social media, that was being endorsed by multiple well-known celebrities. Unfortunately, this turned out to be a scam. ... (10 pages)View decision -
Decision Reference DRN-5238956
6 Mar 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5238956 The complaint Mrs F is unhappy that The Co-operative Bank Plc trading as Platform declined her porting application and didn’t share its lending criteria with her. She is also unhappy with the long call wait times she experienced. What happened Mrs F had a residential mortgag... (3 pages)View decision -
Decision Reference DRN-5365998
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5365998 The complaint Mr S complains that Monzo Bank Limited did not refund a series of payments he lost to a scam. What happened Mr S fell victim to a task-based job scam after he was contacted by a ‘recruiter’ and offered a remote, flexible job in which he had to complete a set am... (3 pages)View decision -
Decision Reference DRN-5252926
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5252926 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (22 pages)View decision -
Decision Reference DRN-5203567
6 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5203567 The complaint Mr L complains that Lloyds Bank Plc has decided not to refund him after he was the victim of a scam. Mr L is being professionally represented – I’ll refer to his representatives as T. What happened Mr L fell victim to an investment scam. As a result, he made ... (3 pages)View decision -
Decision Reference DRN-5291560
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5291560 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (24 pages)View decision -
Decision Reference DRN-4892075
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4892075 The complaint Mr S, who complains on behalf of Mr F, is unhappy that HSBC UK Bank Plc has declined to refund transactions that he says were made by an unauthorised individual. What happened In 2004, Mr F moved overseas to live with his girlfriend. Mr S, a friend of Mr F, say... (4 pages)View decision -
Decision Reference DRN-5006768
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5006768 The complaint Miss H complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss H saw an advert for investing in cryptocurrency on social... (3 pages)View decision
