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 158214 results
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Decision Reference DRN-5394305
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5394305 The complaint Mr and Mrs S hold/held what appears to be a joint account with Santander UK Plc (“Santander”). Mr and Mrs S’s complaint is about Santander’s refusal to reimburse them money they say they lost due to a scam. Mr and Mrs S are represented by Mendelsons Solicitors ... (4 pages)View decision -
Decision Reference DRN-5187590
21 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5187590 The complaint Ms M complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded two payments taken from her account. What happened In November 2023, Ms M booked a package holiday through a provider I’ll refer to as “L”. The cost of the package ... (4 pages)View decision -
Decision Reference DRN-5196271
21 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5196271 The complaint Miss Z has complained that Barclays Bank UK PLC (“Barclays”) failed to protect her from a “job scam” and hasn’t refunded the money she lost in the scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of i... (5 pages)View decision -
Decision Reference DRN-5407997
21 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5407997 The complaint Mr E complains about the outcome of a claim he made to Shawbrook Bank Limited in relation to windows he purchased with a fixed sum loan agreement. What happened In March 2017, Mr E was visited by a representative of a company I’ll call ‘Z’ and entered into a c... (11 pages)View decision -
Decision Reference DRN-5050355
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5050355 The complaint Mr C says Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t be repeating these in detail here. Mr C says over 14... (3 pages)View decision -
Decision Reference DRN-5163892
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5163892 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to an investment scam. Background In November 2023, Mr B came across an advert on social media. It was promoting an investment opportunity that involved the use of an artifici... (3 pages)View decision -
Decision Reference DRN-4895043
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4895043 The complaint Mr F complains Santander UK Plc unfairly restricted his accounts, and then closed them without warning. Mr F says the poor service and communication he received had a detrimental impact on him. What happened The facts of the complaint are well known to both pa... (4 pages)View decision -
Decision Reference DRN-5415576
21 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5415576 The complaint Mrs D complains that Starling Bank Limited hasn’t reimbursed funds she lost to an investment scam. What happened In October 2022, Mrs D’s husband’s friend and colleague approached them about a property investment opportunity he was involved in with his neighbou... (4 pages)View decision -
Decision Reference DRN-5341549
21 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341549 The complaint Mrs C complains that Nationwide Building Society blocked her account and sent money that was paid into her account back to source. What happened Mrs C has a current account with Nationwide. Mrs C and her husband owned a caravan. In August 2024 they decided to... (4 pages)View decision -
Decision Reference DRN-5290264
21 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5290264 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase didn’t help when a pre- authorisation payment that wasn’t going to be claimed caused him to go overdrawn. What happened Mr L has a current account and a savings account with Chase. His account doesn’t c... (2 pages)View decision
