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 171072 results
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Decision Reference DRN-5489369
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5489369 The complaint Mr M complains that HSBC UK Bank Plc declined to refund a disputed transaction made from his account, and then closed his account. What happened On 19 December 2024, when checking his balance at an Automated Teller Machine (ATM) and then withdrawing £10, Mr M s... (3 pages)View decision -
Decision Reference DRN-5747642
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5747642 The complaint Mr E complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in July 2025 to explain why I thought Mr E’s’ complaint should be partially upheld. And I said I’d consider ... (6 pages)View decision -
Decision Reference DRN-5590188
11 Aug 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5590188 The complaint A limited company (referred to as S in this decision) complains Northern Bank Limited trading as Danske Bank delayed the payment of funds resulting in additional costs for S. S is represented by a director, Mr B. What happened The background to this complaint... (2 pages)View decision -
Decision Reference DRN-5747358
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5747358 The complaint M complains that Revolut Ltd hasn’t refunded unauthorised payments that were made from its account. What happened On 19 January 2024, M’s director received a call from someone purporting to be from Revolut’s fraud department. They said someone had accessed M’s ... (4 pages)View decision -
Decision Reference DRN-5628661
11 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5628661 The complaint Mr H complains Bank of Scotland plc trading as Halifax won’t refund a transaction that debited his credit card account which he says he did not make or authorise. What happened On 16 January 2025, Mr H reported a transaction to an online retailer that had take... (3 pages)View decision -
Decision Reference DRN-5569140
11 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5569140 The complaint Mr H complains that Capital One (Europe) Plc (Capital One) acted unfairly in agreeing to lend to him. In bringing his complaint Mr H is represented by a third party. For ease of reading, I will only refer to Mr H in my decision. What happened In July 2019 Mr H ... (3 pages)View decision -
Decision Reference DRN-5267489
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5267489 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) as the receiving bank, could’ve prevented the loss he suffered as the result of a scam. What happened In 2021, Mr S was looking for investment opportunities. He received a call about buying artwork as an investmen... (3 pages)View decision -
Decision Reference DRN-5746013
11 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5746013 The complaint Mr T complains Vanquis Bank Limited are unfairly holding him responsible for a credit card account which he says was opened by someone else without his knowledge or consent. Mr T is represented in this complaint by Mrs T. What happened In September 2022, a Va... (4 pages)View decision -
Decision Reference DRN-5188257
11 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5188257 The complaint Miss M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to bot... (5 pages)View decision -
Decision Reference DRN-5383695
11 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5383695 The complaint Mr K is unhappy Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative, for ease of reading I will refer solely to Mr K in this deci... (3 pages)View decision
