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 171072 results
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Decision Reference DRN-5336211
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336211 The complaint Miss O complains that Monzo Bank Ltd closed her account without notice and without explaining its reasons for doing so. What happened Miss O had held an account with Monzo since March 2021. On 14 November 2024 Monzo contacted her to say that it would be closing... (2 pages)View decision -
Decision Reference DRN-5499418
28 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5499418 The complaint Mr and Mrs T complain Nationwide Building Society won’t reimburse £41,000 they lost to an investment opportunity that they now consider to be an Authorised Push Payment (APP) scam. In bringing his complaint, Mr and Mrs T have used the services of a professional... (8 pages)View decision -
Decision Reference DRN-5403914
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5403914 The complaint Mr R complains that Nationwide Building Society has not refunded the money he lost to what he believes was a scam. What happened In 2020 Mr R invested in a business involved in renewable energy, which I’ll call P. Mr R met a representative of P in person and w... (3 pages)View decision -
Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision -
Decision Reference DRN-5782552
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5782552 The complaint Mr and Mrs M complain NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank is refusing to follow their instructions to transfer money to an investment company. What happened Mr and Mrs M have three joint savings accounts with Ulster Bank. Mr ... (2 pages)View decision -
Decision Reference DRN-5321389
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5321389 The complaint Mr M complains that Nationwide Building Society irresponsibly granted him an overdraft, with the limit then increasing over time, that he couldn’t afford to repay. What happened In June 2024, Mr M asked Nationwide for an overdraft; the limit then changed sever... (4 pages)View decision -
Decision Reference DRN-5564238
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5564238 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Miss B’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-5778214
28 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5778214 The complaint Mr A complains The Co-operative Bank Plc (“Co-op”) recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint, setting out why I didn’t intend to... (4 pages)View decision -
Decision Reference DRN-5546751
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5546751 The complaint J has complained Clydesdale Bank plc, trading as Virgin Money, should have done more to prevent them being a victim of a scam. What happened Mr R acts a sole trader for a business called J. Mr R is in his 80s and retired in 2006. J’s business account was retain... (3 pages)View decision -
Decision Reference DRN-5372343
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5372343 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t do enough to protect him from financial loss to a scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In 2017 Mr K... (4 pages)View decision
