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-5201055
17 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5201055 The complaint Mr A complains that Santander UK Plc did not record that he had accepted its offer of anew interest rate product. As a result, the new product was not put in place. What happened Mr A has a mortgage with Santander. On 25 March 2024, Santander issued an offer fo... (2 pages)View decision -
Decision Reference DRN-5162014
17 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5162014 The complaint Mr E complains that Vanquis Bank Limited irresponsibly lent to him. What happened Mr E had a Vanquis credit card which had a £150 credit limit. Vanquis increased the credit limit to £550. Mr E says that the credit limit increase was irresponsibly lent to him as... (3 pages)View decision -
Decision Reference DRN-5217276
17 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5217276 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after he fell victim to a scam. He’s asked Monzo to reimburse his loss, along with interest and £250 compensation. What happened Both parties are aware of the circumstances of the compl... (4 pages)View decision -
Decision Reference DRN-5175404
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5175404 The complaint Mr E complains that Lloyds Bank PLC blocked his transaction and then didn’t provide the service it should have when he questioned this. What happened On 3 July 2024, Mr E attempted an online purchase using his Lloyds Bank debit card but at the payment point he ... (3 pages)View decision -
Decision Reference DRN-4695438
17 Dec 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4695438 The complaint Mr A, who is the representative of an LTD company that I will call ‘A’, is unhappy ClearBank Limited (“ClearBank”) won’t reimburse A for the money it lost when Mr A fell victim to a safe account scam. Even though the eligible complainant in this instance is the... (4 pages)View decision -
Decision Reference DRN-4801238
17 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4801238 The complaint Mr F complains that National Westminster Bank Plc (‘NatWest’) hasn’t refunded payments made from his account to an investment scam. What happened This case involves five payments made in October 2023. Initially Mr F said he didn’t make any of these. Then when N... (3 pages)View decision -
Decision Reference DRN-5187914
17 Dec 2024 Guavapay Limited UpheldBanking and PaymentsDRN-5187914 The complaint Mr B is unhappy Guavapay Limited didn’t credit his account with the bonus he should have received when signing up to their money transfer app or with the service they provided. What happened In May 2024 Mr B signed up for Guavapay’s money transfer app through ... (2 pages)View decision -
Decision Reference DRN-5112961
17 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5112961 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (2 pages)View decision -
Decision Reference DRN-4892329
17 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4892329 The complaint Mr M is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr M has explained that between April and August 20... (4 pages)View decision -
Decision Reference DRN-5090416
17 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5090416 The complaint Ms W complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund her the amount she lost as the result of a scam. Ms W is being represented by a third party. To keep things simple, I will refer to Ms W throughout my decision. What happened... (3 pages)View decision
