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 170994 results
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Decision Reference DRN-5257514
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5257514 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5760696
8 Sep 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5760696 The complaint Mr S complains that his Coventry Building Society ISA was made inactive, as a result of which a payment to it was returned. What happened Mr S held an ISA with Coventry BS. Its primary source of funding was Mr S’s pension from his former employer, which was cre... (2 pages)View decision -
Decision Reference DRN-5230271
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5230271 The complaint Ms V is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms V fell victim to a cruel impersonation scam. After disclosing her card details in response to a phishing message, she was contacted ... (4 pages)View decision -
Decision Reference DRN-5804332
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5804332 The complaint Mrs B says that Nationwide Building Society took too much money off of a cash deposit where she’d accidentally entered an overly large amount. What happened To summarise: in November 2024, Mrs B deposited cash and a cheque into her Nationwide account at a branc... (5 pages)View decision -
Decision Reference DRN-5425317
8 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5425317 The complaint Miss H complains Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VFSL) irresponsibly entered into a car finance agreement with her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordabl... (4 pages)View decision -
Decision Reference DRN-5024093
8 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5024093 The complaint Mr U complains that Santander UK Plc (“Santander”) failed to refund a transaction he didn’t recognise. What happened Mr U explained that he noticed a payment had left his account which he hadn’t made. At the time of the payment, Mr U says he was returning from... (3 pages)View decision -
Decision Reference DRN-5308351
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5308351 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) failed to refund a transaction he didn’t recognise. What happened Mr R explained that he was abroad with friends and entered a club. He was initially asked to pay in cash and was taken to an automated teller machine ... (4 pages)View decision -
Decision Reference DRN-5798543
8 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5798543 The complaint Mr E complains that TSB Bank plc (“TSB”) failed to refund transactions he didn’t recognise. What happened Mr E noticed his account had less money than it should’ve after trying to purchase an item. He reported this to TSB, where it became apparent that a number... (3 pages)View decision -
Decision Reference DRN-5469938
8 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5469938 The complaint Mr D complains that Barclays Bank UK PLC won’t reimburse him after he made payments towards cryptocurrency investments – that he now considers to have been a scam. Mr D is professionally represented in bringing his complaint, but for ease of reading I’ll refer ... (2 pages)View decision -
Decision Reference DRN-5796899
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5796899 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) declined to refund a failed cash withdrawal. What happened Mrs C went to her local HSBC branch and withdrew £1,500. The cash, made up of 30 x £50 notes was counted in front of Mrs C. The cashier offered to place th... (4 pages)View decision
