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-5220791
5 Mar 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5220791 The complaint Mr B complains that his mortgage with Kensington Mortgage Company Limited was mis-sold. He also complains about action Kensington has taken since the mortgage fell into arrears. He doesn’t believe the arrears were due and says that payments made towards the arr... (4 pages)View decision -
Decision Reference DRN-5292793
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292793 The complaint Miss H complained because Monzo Bank Ltd refused to refund her for three transactions which she said she didn’t authorise. What happened On 5 and 6 November 2024, three payments totalling £274 debited Miss H’s Monzo account. On 7 November, Miss H contacted Mon... (3 pages)View decision -
Decision Reference DRN-5239164
5 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5239164 The complaint Mrs C complains Wise Payments Limited trading as Wise won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened Our investigator didn’t uphold the complaint. Our investigator didn’t think a... (2 pages)View decision -
Decision Reference DRN-5263116
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5263116 The complaint Mr F is unhappy with the service he received from Barclays Bank UK PLC, trading as Barclaycard. What happened Mr F has a disability which impacts the volume of his voice. In November 2023, Mr F spoke with Barclays on the telephone. However, Barclays agents didn... (3 pages)View decision -
Decision Reference DRN-5302143
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5302143 The complaint Mr and Mrs A complain that Barclays Bank UK PLC hasn’t refunded money lost to an investment scam. What happened Mr and Mrs A were introduced to a property investment opportunity through a specialist investment network they were a part of. And they had family me... (3 pages)View decision -
Decision Reference DRN-5325579
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325579 The complaint A – a limited company complains HSBC UK Bank Plc unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against its name. A is represented by its director - Mr A. What happened A held a business account with H... (3 pages)View decision -
Decision Reference DRN-4976964
5 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4976964 The complaint Ms W has complained, initially via a representative, that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything agai... (3 pages)View decision -
Decision Reference DRN-5293832
5 Mar 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5293832 The complaint Mr M complains that MBNA Limited rejected his claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). Mr M made the purchase along with his wife. But as the payment was made using his credit card, he is the only eligible complainant here. What happened ... (5 pages)View decision -
Decision Reference DRN-5172117
5 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5172117 The complaint X complains that Revolut Ltd won’t refund several payments he says he 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. But in summary and based on the submissions of bot... (3 pages)View decision -
Decision Reference DRN-5319213
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5319213 The complaint Mr B complains HSBC UK Bank Plc unfairly blocked his account and placed his account into overdraft. What happened Mr B raised chargeback claims in early 2023. These claims were declined, and Mr B raised a formal complaint with HSBC about its handling of the cl... (4 pages)View decision
