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-4933733
12 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4933733 The complaint Mr B complains about the service he received from National Westminster Bank Plc (“NatWest”) after he asked it to refund him £209. What happened On 2 June 2024 Mr B placed an order – for next day delivery – with a retailer that I will call “C”. The cost of the i... (2 pages)View decision -
Decision Reference DRN-4995233
12 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4995233 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr H says... (10 pages)View decision -
Decision Reference DRN-4979914
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4979914 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) have incorrectly recorded adverse data on his credit file. What happened Following a dispute with Monzo, Mr W switched his current account. He had an outstanding overdraft on the Monzo account. Mr W said he asked Mo... (3 pages)View decision -
Decision Reference DRN-5120193
12 Dec 2024 Northern Bank Limited Not upheldBanking and PaymentsDRN-5120193 The complaint Ms B has complained that Northern Bank Limited (trading as “Danske Bank”) failed to protect her from falling victim to a “safe account” scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (4 pages)View decision -
Decision Reference DRN-5151284
12 Dec 2024 Quidie Limited UpheldConsumer CreditDRN-5151284 Complaint Mr P is unhappy that Quidie Limited allowed someone to take out a loan in his name. Background In September 2018, Mr P became the victim of fraud. A third party managed to take control of his bank account and, amongst other actions, applied for a £200 loan with Qui... (2 pages)View decision -
Decision Reference DRN-5172974
12 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5172974 The complaint Ms O complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc (Santander). Ms O has been represented throughout this complaint. As the account is in her name, I will only refer to Ms O in this decision. I... (3 pages)View decision -
Decision Reference DRN-4962976
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4962976 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) won’t refund in full money he lost when he fell victim to an investment scam. Mr T is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known ... (3 pages)View decision -
Decision Reference DRN-5208272
12 Dec 2024 Lendable Ltd UpheldConsumer CreditDRN-5208272 The complaint CX complains about several matters involving Lendable Ltd. Their main complaint is that Lendable has failed to make a reasonable adjustment for a visual impairment they have. In line with the complainant’s request, I will refer to the complainant as ‘they’ ‘th... (3 pages)View decision -
Decision Reference DRN-4865193
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4865193 The complaint Mr W complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss he suffered when he sent payments to one of their customer’s accounts as the result of a scam. What happened The detailed background to this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5120511
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5120511 The complaint Ms H complains about a failed cash withdrawal from her account with HSBC UK Bank Plc (HSBC) at an ATM at another bank. What happened On 12 August 2024 at 11.14am, Ms H visited a branch of another bank to make a cash withdrawal of £210 from her HSBC account, usi... (3 pages)View decision
