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 171073 results
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Decision Reference DRN-5906820
25 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5906820 The complaint Mr H complains that MBNA Limited acted irresponsibly, failing to complete thorough checks, when providing him with credit in the form of two credit cards and two loans. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What ha... (4 pages)View decision -
Decision Reference DRN-5793325
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5793325 The complaint Mrs D complains that Monzo Bank Ltd (Monzo) won’t refund money she lost when she was the victim of a scam. The complaint is brought on Mrs D’s behalf by a professional representative. For ease of reading, I will refer to the actions and comments of the profess... (3 pages)View decision -
Decision Reference DRN-5858651
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5858651 The complaint Mrs V complains that Revolut Ltd won’t refund money she says she lost to an investment scam. Mrs V is professionally represented, however, to keep things simple, I’ll refer to Mrs V throughout my decision. What happened The details of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-5858940
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5858940 The complaint Mrs V complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. Mrs V is professionally represented, however, to keep things simple, I’ll refer to Mrs V throughout my decision. What happened The details of this complaint are wel... (3 pages)View decision -
Decision Reference DRN-5845547
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5845547 THE COMPLAINT Mr B complains that Lloyds Bank PLC (“Lloyds) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by Refundee in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease of read... (3 pages)View decision -
Decision Reference DRN-5827428
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5827428 The complaint Miss P complains Santander UK Plc (“Santander”) blocked and closed her account without explanation. Miss P is also unhappy she was provided poor customer service. Miss P says Santander’s actions have caused her severe distress, inconvenience, financial difficul... (2 pages)View decision -
Decision Reference DRN-5723651
24 Oct 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5723651 The complaint Mrs S complains Paragon Bank Plc didn’t follow her instructions as to where she wanted interest from her fixed rate ISA to be paid and gave incorrect information. What happened Mrs S has a fixed rate ISA with Paragon Bank. Her husband does too. Mrs S says she t... (2 pages)View decision -
Decision Reference DRN-5878831
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878831 The complaint Miss Y complains Bank of Scotland plc trading as Halifax didn’t enough to help get a refund for transactions made on her credit card. What happened In October 2024, Miss Y booked a guided tour, which included accommodation and excursions with a company I’ll ca... (4 pages)View decision -
Decision Reference DRN-5892873
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892873 The complaint Mr H has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Tech Pack. He says that Barclays failed to make it clear that phones over a certain age are not covered. What happened Mr H made a claim for damage to an old iPhone under a Tech Pack that... (3 pages)View decision -
Decision Reference DRN-5833642
24 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5833642 The complaint Mr and Mrs M say Santander UK Plc didn’t give them fair warning before starting legal action regarding their mortgage. They ask that it stops legal action and refunds all related costs. What happened The term of Mr and Mrs M’s interest only mortgage expired in ... (3 pages)View decision
