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 164078 results
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Decision Reference DRN-5243788
27 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5243788 The complaint Mrs R complained because Lloyds Bank PLC refused to refund her for transactions she said she hadn’t made. What happened In August 2024, Mrs R went to her local branch about her Lloyds Gold account. She hadn’t received a new card, so she went to ask about it. ... (4 pages)View decision -
Decision Reference DRN-5244904
27 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5244904 The complaint Ms E is unhappy that Nationwide Building Society restricted her accounts and kept them restricted for approximately a year. What happened In March 2023, Nationwide restricted Ms E’s accounts when they began an investigation into a potential scam that Nationwide... (2 pages)View decision -
Decision Reference DRN-5429502
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5429502 The complaint Mr O complains that he was permitted to spend heavily from his National Westminster Bank Public Limited Company account during a period of ill health even though NatWest had been told about his illness and had been asked to put restrictions in place. What happe... (4 pages)View decision -
Decision Reference DRN-5381729
27 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5381729 The complaint Mr and Mrs H complain about how The Mortgage Business Plc (TMB) has treated them whilst they have been trying to arrange a lifetime mortgage with a different lender to repay their existing TMB mortgage. What happened Mr and Mrs H have held a mortgage with TMB f... (3 pages)View decision -
Decision Reference DRN-5431776
27 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5431776 Complaint Ms B is unhappy that J.P. Morgan Europe Limited (trading as Chase) didn’t reimburse her after she told it she’d fallen victim to a scam. Background In January 2024, Ms B was contacted by someone claiming to be an employee of a bank I will refer to as F. The caller ... (3 pages)View decision -
Decision Reference DRN-5409545
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5409545 The complaint Miss A is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Miss A is being represented by a claims management company but for ease of reference I’ll only refer to Miss A here. What happened The detailed background to this compla... (10 pages)View decision -
Decision Reference DRN-5082108
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5082108 The complaint Mrs S complains that Revolut Ltd hasn’t reimbursed her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. In February 2023 Mrs S found what appeared to be a c... (10 pages)View decision -
Decision Reference DRN-5408100
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5408100 The complaint Mr R complains that Bank of Scotland Plc failed to act and support him when he was using his credit card for gambling transactions. What happened Mr R holds a credit card account with Bank of Scotland. Around 2015, Mr R made several transactions using his cred... (2 pages)View decision -
Decision Reference DRN-5381429
27 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5381429 The complaint Mr L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr L applied for an Aqua credit card in October 2022. In his application Mr L said he was emp... (3 pages)View decision -
Decision Reference DRN-4892752
27 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-4892752 The complaint F – a limited company – complains that Starling Bank Limited (‘Starling’) hasn’t refunded all the money it lost as the result of a scam. Miss F has brought the complaint on behalf of F. And, for ease, as she was the individual who made the scam payments, I’ve ... (5 pages)View decision
