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 158533 results
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Decision Reference DRN-4716729
19 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716729 The complaint Mrs N complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in ... (6 pages)View decision -
Decision Reference DRN-5219489
19 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5219489 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In February 2023, Mr S saw an advertisement on a social media site for a cryptocurrency investment. Mr S clicked a link and provided his co... (9 pages)View decision -
Decision Reference DRN-4991661
19 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4991661 The complaint Mr T complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he was the victim of a scam. What happened In July 2019 Mr T saw an advert about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – referred to as R in t... (8 pages)View decision -
Decision Reference DRN-5130411
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130411 The complaint Miss E complains Monzo Bank Ltd unfairly closed her accounts and recorded a default on her credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss E held two accounts with ... (4 pages)View decision -
Decision Reference DRN-5216943
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5216943 The complaint Mr C, represented by a third party, complains that NewDay was irresponsible in its lending to him. What happened In April 2017 NewDay provided Mr C with a credit card with an initial limit of £300. The limit was increased on five occasions bringing it to £4,85... (3 pages)View decision -
Decision Reference DRN-5187811
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5187811 The complaint X complains about the service he received from HSBC Bank UK PLC (“HSBC”) when it applied a block to his account following two fraudulent withdrawals. In particular, X is unhappy about the length of time his account was blocked resulting in him missing payments ... (5 pages)View decision -
Decision Reference DRN-5222379
19 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5222379 The complaint Mr and Mrs A complain that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they say was lost as the result of a scam. What happened In 2018, Mr and Mrs A attended a property investor show and heard about a company I’ll refer to as B. B would purchase cars wi... (5 pages)View decision -
Decision Reference DRN-5220947
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5220947 The complaint Mr L complains that Revolut Ltd won’t reimburse money he lost as a result of a scam. What happened On 29 November 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to submit any further evidence and arguments befo... (5 pages)View decision -
Decision Reference DRN-5167877
19 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5167877 The complaint Miss S’s complaint arises out of a mortgage with Bank of Scotland plc trading as Halifax. Miss S is unhappy that Halifax omitted to inform her that she could put her property on the market to sell it after Halifax’s Assisted Voluntary Sale (AVS) process fell th... (3 pages)View decision -
Decision Reference DRN-5222313
19 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5222313 The complaint Mr and Mrs L complain that National Westminster Bank Plc (‘NatWest’) won’t refund the money they say was lost as the result of a scam. What happened In 2020, Mr and Mrs L made two investments in a company I’ll refer to as C. C would purchase cars with investor... (6 pages)View decision
