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-5009395
10 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5009395 The complaint Mr W complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a cryptocurrency scam and would like it to refund him the money he has lost as a result. What happened Mr W was scrolling through social media ... (3 pages)View decision -
Decision Reference DRN-4811446
10 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4811446 The complaint Miss O complains that Santander UK Plc (Santander) won’t refund any money she lost in an investment scam. What happened What Miss O says: In December 2022, Miss O was introduced to a crypto currency investment opportunity by her mother, who initially wanted hel... (8 pages)View decision -
Decision Reference DRN-4993996
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4993996 The complaint Mrs U complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs U is being represented by a third party. To keep things simple, I will refer to Mrs U throughout my decision. What happened The background of t... (7 pages)View decision -
Decision Reference DRN-5155772
10 Jan 2025 Chetwood Financial Limited UpheldBanking and PaymentsDRN-5155772 The complaint Mr T complains that Chetwood Financial Limited (trading as Wave) has incorrectly recorded a default on his account. What happened Mr T says Wave initially removed an incorrect default from his account, but subsequently applied a new one containing incorrect in... (2 pages)View decision -
Decision Reference DRN-4785731
10 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4785731 The complaint Mrs A has complained that Lloyds Bank PLC (“Lloyds”) failed to protect her from falling victim to an employment scam, and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (5 pages)View decision -
Decision Reference DRN-5253348
10 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5253348 The complaint Mrs H complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. What happened In summary, ... (2 pages)View decision -
Decision Reference DRN-4411458
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4411458 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M received an email from a friend referring him for an investment opportunity. He provided his details to this company, who turned out to... (6 pages)View decision -
Decision Reference DRN-5253654
10 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5253654 The complaint Mrs L says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs L took out an Aqua credit card from NewDay in December 2023. She was given a £1,200 credit limit. This was increased to £2,400 in April 2024. Mrs L says the repayments are unaf... (3 pages)View decision -
Decision Reference DRN-4729756
10 Jan 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4729756 The complaint Mrs A complains that Kroo Bank Ltd (Kroo) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-4973172
10 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4973172 The complaint Mr L and Mrs S complain HSBC UK Bank Plc (“HSBC”) closed their sterling account without notice nor explanation. Mr L and Mrs S add that when they first raised this with HSBC it said the closure was done in error and the account would be reinstated. But it then ... (4 pages)View decision
