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-5583204
11 Jul 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5583204 The complaint Mr A has complained about the service he received from Coventry Building Society (CBS) in relation to savings accounts. What happened Mr A had a 5 Access Saver Account with CBS. The account had a variable interest rate and he was allowed to make five withdrawa... (2 pages)View decision -
Decision Reference DRN-5092334
11 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5092334 The complaint Miss A complains that Monzo Bank Ltd (Monzo) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail ... (5 pages)View decision -
Decision Reference DRN-5660532
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660532 The complaint Mr T is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr T fell victim to a cruel impersonation scam. In summary, he was contacted by someone claiming to be Revolut who said his accounts had... (3 pages)View decision -
Decision Reference DRN-5270295
11 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5270295 The complaint Mr L complains about the way in which The Co-operative Bank Plc handled a chargeback claim in respect of payments made to an online bookmaker. What happened Mr L had an account with an online bookmaker, which I’ll call “B”. In March and April 2024 he made nine ... (3 pages)View decision -
Decision Reference DRN-5669521
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5669521 The complaint Mr K is unhappy National Westminster Bank Public Limited Company (“NatWest”) didn’t pick up on or offer any support when he was gambling in a compulsive and problematic way. What happened In 2023 and 2024 Mr K submitted chargeback claims to NatWest regarding tr... (4 pages)View decision -
Decision Reference DRN-5686981
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5686981 The complaint Mr T complains about the way HSBC UK Bank Plc (“HSBC”) handled a claim he made to it in respect of a purchase he made using his credit card. What happened In January 2022 and February 2022, Mr T made two payments totalling £1,800 on his HSBC credit card to pay... (5 pages)View decision -
Decision Reference DRN-5615179
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5615179 The complaint Mr L complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5612694
11 Jul 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5612694 The complaint Mr S complains that HSBC UK Bank Plc did not treat him fairly in the way it administered his mortgage and when it took possession of his home. What happened In 2016 Mr S took out a mortgage for £299,250 with HSBC. The mortgage was in joint names with his now ex... (4 pages)View decision -
Decision Reference DRN-5226091
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5226091 Complaint Mr E is unhappy that Barclays Bank UK PLC haven’t reimbursed him after reported falling victim to a rogue trader scam. Background In early 2023, Mr E was looking to undertake major renovations to his home. He was referred to three builders and selected a company I’... (3 pages)View decision -
Decision Reference DRN-5658025
11 Jul 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5658025 The complaint Mr U complains about a car supplied to him using a conditional sale agreement taken out with Hyundai Capital UK Limited trading as Kia Finance (“Kia Finance”). What happened In June 2022, Mr U acquired a used car using a conditional sale agreement with Kia Fin... (5 pages)View decision
