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-4958839
4 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4958839 The complaint Mr T complains that Barclay Bank UK PLC did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurr... (5 pages)View decision -
Decision Reference DRN-5173143
4 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5173143 The complaint Mr R complains that NewDay Ltd irresponsibly lent him money on a credit card. What happened Mr R applied for a credit card with NewDay in September 2019. NewDay offered him a card with an initial credit limit of £1,200. NewDay subsequently increased the credit ... (3 pages)View decision -
Decision Reference DRN-4897152
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4897152 The complaint Mr T complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurrency coi... (3 pages)View decision -
Decision Reference DRN-5330399
4 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5330399 The complaint Miss S says NatWest failed to offer her support when she was spending compulsively and experiencing financial harm. Background Miss S has a compulsive spending problem which resulted in her gambling in an excessive and harmful way. She says that this impacted ... (5 pages)View decision -
Decision Reference DRN-5148310
4 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5148310 The complaint Mrs W complains that HSBC UK Bank Plc did not carry out appropriate checks when she closed her investments with them. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mrs W fell... (3 pages)View decision -
Decision Reference DRN-5118604
4 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5118604 The complaint Mrs W complains that HSBC UK Bank Plc (‘HSBC’) did not reimburse the funds she lost to a scam. What happened Mrs W fell victim to a manipulative scam. She was contacted on 16 September 2023 by an individual she believed to be from HSBC, who she held her current... (8 pages)View decision -
Decision Reference DRN-5317997
4 Mar 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5317997 The complaint Mr M complains that Accord Mortgages Limited didn’t instruct a professional valuation of his property when he applied for a new interest rate product for his mortgage. Mr M says the valuation is too low. He couldn’t access lower interest rate products and asks ... (3 pages)View decision -
Decision Reference DRN-5260326
4 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5260326 The complaint Mr and Mrs E says Lloyds Bank PLC (“Lloyds”) refuses to refund them for a transaction on their account they say they didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, M... (3 pages)View decision -
Decision Reference DRN-5255057
4 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5255057 The complaint Mr G complains The Co-operative Bank Plc (Co-op) treated him unfairly when it recorded a false application marker against him on a fraud database. He’d like the entry deleted. What happened Mr G applied for an account with Co-op in August 2021, but after the b... (2 pages)View decision -
Decision Reference DRN-5009771
4 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5009771 The complaint Mr G complains Bank of Scotland plc, trading as “Halifax”, refuses to refund him for direct debit transactions he says he didn’t authorise. What happened Mr G complains that he has been charged a monthly direct debit for over 11 years which he didn’t authorise.... (2 pages)View decision
